Clinical Business Operations Representative 2 (Hybrid)

University of Miami•Miami, FL

19h•Hybrid

About The Position

The Clinical Business Operations Representative 2 facilitates prompt resolution of pre- and post-care problems arising in daily clinical operations. The role performs general administrative and receptionist functions, including answering incoming calls, managing patient needs, and obtaining necessary patient care information and records. The representative assists patients courteously, efficiently, and professionally while adhering to divisional and departmental service standards. Department-specific duties support imaging operations. The representative reviews future daily scheduled orders for accuracy, prepares supporting documentation, obtains missing orders from referring physician offices, confirms clinical information, and contacts patients to confirm appointments and provide appointment and preparation instructions. The role requests and submits patient records and images, prepares patients for imaging, and imports or exports relevant documents and images through PACS and/or UChart. It also supports imaging-counter workflows, processes film-jacket and CD requests, distributes radiology reports, maintains clerical records, and coordinates services with other clinical areas. The position may release digital information or arrange records availability for patients, physicians, and clinical staff. It includes scheduling specified breast imaging procedures, reviewing MRI screening questionnaires, responding to questions from other departments, training personnel, and helping maintain an orderly imaging area. The representative safeguards confidential information, follows University, unit, hospital, and regulatory policies, and supports HIPAA compliance and customer satisfaction.

Requirements

High school diploma or equivalent.
Minimum of 3 years of relevant experience.
Skill in data entry with minimal errors.
Ability to communicate effectively orally and in writing.
Ability to work evenings, nights, and weekends as necessary.
Skill in collecting, organizing, and analyzing data.
Ability to work independently and/or collaboratively.
Commitment to the University’s core values.

Responsibilities

Assist the department in managing expectations surrounding pre- and post-patient care.
Obtain or review patient demographic and insurance information and referral numbers.
Review clinical records for completeness, including authorizations, signatures, missing data, and other patient information.
Answer and triage incoming calls, respond to questions, direct calls, and document messages in the appropriate software.
Greet visitors and callers, handle inquiries, and direct them to appropriate employees.
Work cooperatively with colleagues to solve problems and support the smooth and efficient flow of the practice.
Provide coverage for co-workers’ responsibilities when assigned or as needed.
Communicate regularly and effectively with physicians, managers, peers, trainees, and staff.
Maintain confidentiality and adhere to University and unit-level policies and procedures while safeguarding University assets.
Review future daily scheduled orders for accuracy, prepare supporting documentation, and obtain additional orders when needed.
Work with referring physician offices to acquire missing orders and confirm clinical information.
Contact patients daily to confirm appointments and provide appointment and preparation instructions.
Request and submit patient records and images from or to archives and HIM so prior imaging studies are available when needed.
Direct patients to the dressing room and prepare them for imaging.
Import and export pertinent patient documents and images through PACS and/or UChart.
Provide age-specific and developmental care appropriate to documented patient needs across children, adolescents, adults, geriatric patients, and challenged or disabled patients, according to competency validation checklists.
Follow regulatory guidelines governing modalities, including applicable Joint Commission, AHCA, ACR, Florida Department of Health, and FDA/MQSA requirements.
Review MRI screening questionnaires and confirm the accuracy of information provided.
Schedule recall breast exams, breast biopsies, fine needle localization, and stereotactic biopsies with patients or referring offices.
Serve as a point of contact for other departments regarding ordered exams, scheduling criteria, and add-on studies.
Coordinate services with other clinical areas and perform general office duties accurately and promptly.
Participate in training other department personnel.
Help keep the imaging area neat, clean, and organized, and comply with proper disposal of medical supplies.
Support UM Imaging counter workflows by importing and exporting digital studies and documents to and from PACS or UChart, and process film-jacket and CD requests by telephone, fax, or in person.
Ensure proper distribution of radiology reports to ordering physicians and maintain accurate, complete clerical systems and records.
Release digital information or ensure records are available to patients, physicians, and clinical staff through in-person, fax, telephone, subpoena, or legal processes, as applicable.
Manage document services with the records-retention vendor.
Promote customer satisfaction by adhering to DIRECCT values and work with the HIPAA Privacy Office to ensure HIPAA compliance.