Clinical Business Operations Representative 2

University of Miami•Miami, FL

1d•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. This role facilitates prompt resolution of issues related to pre- and post-care in daily clinical operations and performs administrative and receptionist functions, including answering calls, managing patient flow, and obtaining records and other materials needed for patient care. The representative assists patients courteously and professionally and supports compliance with departmental service standards. In the Orthopedics department, the role supports pre- and post-operative care expectations; handles patient calls and requests; schedules, reschedules, and cancels clinic appointments; resolves CRM work-queue items; manages assigned in-basket messages and appointment waiting lists; and helps optimize provider schedules and clinic capacity. The representative also obtains and reviews patient, insurance, and referral information, maintains records, and acquires materials needed for visits, including medical records, x-rays, diagnostic tests, and reports. The position works cooperatively with colleagues and follows supervisory instructions and University and departmental policies.

Requirements

High school diploma or equivalent, or relevant experience, certification, or license.
At least 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

Assist the department in managing expectations surrounding pre- and post-operative patient care.
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 calls, document messages in appropriate software, and route requests to the appropriate person in UChart.
Greet visitors and callers, handle inquiries, and direct them to the appropriate employee.
Schedule, reschedule, and cancel clinic appointments as requested by providers, APPs, or nurse managers and according to the proper process.
Work and resolve items in the CRM work queue and manage assigned in-basket messages.
Monitor access to new appointments and manage appointment waiting lists.
Maintain accurate records and acquire materials needed for patient visits, including medical records, x-rays, diagnostic testing, and reports.
Communicate with patients regarding scheduling delays and transfer or escalate calls requiring immediate attention to providers or APPs.
Proactively work on physician and APP clinical 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 smooth and efficient practice operations.
Provide coverage for coworkers' responsibilities when assigned or needed.
Follow supervisory instructions and assist supervisory staff as required.
Maintain confidentiality, adhere to University and unit-level policies and procedures, and safeguard University assets.
Promote effective communication with physicians, managers, peers, trainees, and staff.