Clinical Business Operations Representative 2

University of Miami•Miami, FL

12d•Onsite

About The Position

The University of Miami UHealth Department of Orthopedics is hiring a full-time Clinical Business Operations Representative 2 in Miami, Florida. The role facilitates prompt resolution of issues related to pre- and post-care in daily clinical operations and performs administrative and receptionist duties, including answering calls, managing patient needs, and obtaining records and materials needed for patient care. The representative supports patients courteously and professionally while meeting departmental service standards. Department-specific work includes resolving CRM work-queue items, managing in-basket messages, writing letters, rescheduling clinics when schedules are changed, and scheduling, rescheduling, or canceling appointments as requested. The representative monitors access to new appointments and waiting lists, helps manage clinical schedules and capacity, communicates scheduling delays, and routes patient requests to the appropriate person in UChart. The role also obtains and verifies patient demographic, insurance, and referral information; reviews records for completeness; and acquires medical records, X-rays, diagnostic tests, and reports needed for visits. The University of Miami offers competitive salaries and a comprehensive benefits package. UHealth is a university-based health system providing patient care, research, and medical education.

Requirements

High school diploma or equivalent/relevant experience, certification, or license.
Minimum of 1 year of relevant experience.
Ability to learn new procedures, technologies, and protocols and adapt to changing priorities and work demands.
Ability to work collaboratively and contribute to a team environment.
Proficiency with office software, technology, and relevant computer applications.
Strong written and verbal communication skills.

Responsibilities

Help manage expectations surrounding pre- and post-operative patient care and resolve issues arising in daily clinical operations.
Obtain or review patient demographic information, insurance information, and referral numbers.
Review clinical records for completeness, including authorizations, signatures, missing data, and other patient information.
Answer and triage telephone calls, respond to questions, direct or transfer calls, communicate urgent matters to providers or APPs, and document messages in the appropriate software.
Greet visitors and callers, handle inquiries, and direct them to appropriate employees.
Schedule, reschedule, and cancel clinic appointments as requested by providers, APPs, or the nurse manager.
Work and successfully clear CRM work-queue items; manage assigned in-basket messages.
Monitor access to new appointments and manage appointment waiting lists.
Write letters, reschedule clinics from changed schedules, and route patient requests to the appropriate person within UChart.
Accurately record data and maintain records or files relating to clinical care issues.
Acquire materials needed for patient visits, including medical records, X-rays, diagnostic testing, and reports.
Communicate scheduling delays to patients and proactively work on physician or APP schedules to maximize time and manage capacity.
Treat patients, coworkers, and internal customers with dignity and professionalism, and maintain professional relationships with physicians.
Work cooperatively with colleagues to support an efficient practice and provide coworker coverage when assigned or needed.
Follow supervisory instructions and assist supervisory staff as required.
Maintain confidentiality, follow University and unit policies and procedures, and safeguard University assets.