Clinical Business Operations Representative 3 - Bascom Palmer Eye Institute Doral, FL

University of Miami•Doral, FL

1d•Onsite

About The Position

The Clinical Business Operations Representative 3 facilitates the prompt resolution of problems related to pre and post care that arise in daily clinical operations. The incumbent performs general administrative and receptionist functions, to include answering incoming calls, efficient management of patients, and the acquisition of necessary patient care and records. The Clinical Business Operations Representative 3 assists patients in a courteous, efficient and professional manner and ensures adherence to divisional and departmental service standards. This role also assists with the coordination of the day-to-day providers’ clinical activities within the assigned clinical area/service line, ensuring exam rooms are clean, orderly, and well stocked. The representative reboots exam room computers, ensures software is functioning properly, prints appointment arrivals, verifies testing pre-ordered by providers, and initiates financial clearance. They link arrived appointments to the designated area, update the event log, and log patient arrival times. The role involves assisting with starting UChart and Merge software images, rooming patients, and ensuring timely exam room turnover. Additionally, the representative uploads external medical records, provides clinical information, ensures Workers Comp Forms are completed, and orients patients. They monitor patient flow, communicate wait times, provide service recovery, and link orders to ancillary testing appointments. Scheduling of add-on ancillary testing, updating the event log, completing patient access functions, printing and scanning Advanced Beneficiary Notices (ABN), and coordinating follow-up appointments are also key responsibilities. The role involves determining and collecting pending financial responsibilities, scheduling external appointments, providing After Visit Summaries (AVS), and systematically reflecting checkout/discharge status. Answering clinical area telephones, printing refractive prescriptions or return to work/school certifications, ensuring equipment is in working condition, reporting malfunctioning equipment, ordering supplies, securing medications, and transporting instruments to sterilization are also part of the duties. The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more. UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Requirements

High school diploma or equivalent
Minimum 2 years of relevant experience
Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
Teamwork: Ability to work collaboratively with others and contribute to a team environment.
Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders
Excellent verbal and written communications skills in English.
Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
Must be able to function independently and exercise sound judgment in making decisions consistent with departmental guidelines/objectives.
Ability to handle multiple tasks simultaneously and float to multiple areas as needed.
Punctuality, attendance, flexibility, and adaptability are essential in order to meet departmental needs and ensure appropriate clinic flow.
Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments, and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
Knowledge of medical terminology.
Ability to work as an integral team member under minimal supervision, in a fast-paced, complex, and highly stressful environment.
Ability to coordinate, prioritize, and organize work and patient flow.
Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA laws.
Computer literate and ability to use multiple systems and acquire proficiency in the following electronic systems: UChart Cadence/Prelude/Enterprise Billing, Availity, Radiant, PACS, Merge, Intellidose , Experian and all online verification systems used by contracted payors.

Nice To Haves

Multilingual (English/Spanish, English/Creole, English/French, English/Arabic) a plus.

Responsibilities

Assists the department in managing expectations surrounding pre and post patient care.
Obtains or reviews all patient demographic information, insurance information and referral numbers.
Reviews clinical records for completeness including authorization, signatures, missing data, and other patient information.
Answers multiple telephones for the department: triage incoming calls, responds to questions, directs calls, and documents messages in the appropriate software.
Greets visitors and callers, handles their inquiries, and directs them to the appropriate employee according to their needs.
Works cooperatively with fellow employees to solve problems and enhance the smooth and efficient flow of the practice.
Provides coverage for responsibilities of co-workers when assigned or as need arises.
Develops and promotes the use of effective methods of communicating with physicians, managers, peers, trainees, and staff on a regular basis.
Maintains confidentiality of all information.
Adheres to University and unit-level policies and procedures and safeguards University assets.
Assist with the coordination of the day-to-day providers’ clinical activities within the assigned clinical area/service line.
Ensures that clinic exam rooms are clean, orderly, and well stocked with necessary supplies.
Reboots exam room computers and ensures before start of clinic and ensures all applicable software is functioning properly.
Prints appointment arrivals, verifies testing pre-ordered by the providers, ensure testing are financially cleared.
Initiates financial clearance by contacting onsite insurance verifier, international department, worker’s comp department.
Links arrived appointments to the designated area and updates event log through EMR portal.
Logs patient time of arrival on Daily Physician Schedule ensuring that all patients are accounted for.
Assists with starting UChart and Merge software images for providers prior to rooming patient.
Responsible for rooming patients and ensuring timely exam room turnover.
Uploads external medical records into EMR via UImaging or Radiant/PACS.
Provides necessary clinical information and ensures Workers Comp Forms are completed by the provider before end of clinic.
Orients patients as to next steps in their experience as well as providing wayfinding information.
Monitors and facilitates the flow of patients undergoing diagnostic procedures, treatments and /or consultations in other areas/departments within the hospital.
Frequently rounds on patients and communicates expected wait time and/or reasons for delays.
Distributes snacks to patients when applicable.
Provides service recovery as soon as a service breakdown is identified and/or escalates accordingly.
Utilizes CICare standards to communicate effectively with internal and external customers.
Links available orders to scheduled ancillary testing appointments and arrives appointments accordingly.
Schedules appointments for add-on ancillary testing as per orders entered in clinic by faculty.
Updates event log through UChart EMR portal to ensure patient displays in correct service area.
Completes patient access functions as rapidly as possible (without compromising quality or service level) in order to minimize the time patients must wait for treatment to begin.
Prints Advanced Beneficiary Notice (ABN) when applicable, educates patient and secures sign off from patient.
Scans ABN form in EMR.
Check discharge/Check-out orders and coordinate the prompt scheduling of any and all follow up appointment(s)/procedure(s), diagnostic or ancillary services ordered if applicable.
Determine upon checkout/discharge any pending financial responsibility and collect and post payment(s) accordingly if applicable.
Schedule external appointments as indicated by provider if applicable.
Provides After Visit Summary (AVS) when applicable.
Systematically reflect the checkout/discharge status by carrying out the checkout function and updating the appointment status to complete.
Answers clinical area’s telephone in a professional and courteous manner adhering to all telephone etiquette standards.
Prints (upon request by the provider) the refractive prescription from the EMR and/or return to work/school certification.
Ensures all equipment is in working condition and that cabinets/drawers are locked when unattended.
Reports malfunctioning exam room equipment and places red ticket/out of order tag(s) on device(s).
Orders office and medical supplies, adhering to Department policy and within budget.
Ensures all medications are locked and secured with current expiration dates and discards of expired medications into the Universal Pharmaceutical Waste bin.
Ensures all instruments used during clinic are transported to the Sterilization Department by the end of the assigned shift.
Perform other duties as assigned based on departmental needs.