Contact Center Associate 1 - UHealth Connect (Remote)

University of Miami•Medley, FL

1d•Remote

About The Position

The Department of UHealth Connect has an exciting opportunity for a full-time Contact Center Associate 1 (Remote). The individual in this position is part of the UHealth Connect Contact center and will be responsible for supporting functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System. Our department thrives on teamwork and collaboration, and we know our employees achieve the greatest results when they are working together for a common goal - to provide care for our patients. If you enjoy working in a collaborative environment, then we have a job for you! The Contact Center Representative 1 is responsible for scheduling and registering patients for appointments within the University of Miami Health System. Success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties, and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame. This position supports the medical school’s vision, mission, goals and objectives by providing patient-centric access to our world-renowned medical care. Provide general information about University of Miami Health System services to patients and community health care providers. Schedule and accurately complete full registration for patients requesting appointments with the UHealth system adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately with attention to detail to ensure the highest quality standards. Initiate pre-registration process and coordinate with the Central Insurance Verification and Patient Access teams to assure pre-registration in the appropriate facility prior to the appointment. Ensure all demographic insurance information is accurate, complete and up to date on patient’s screen. Verification of insurance information, verification of benefits and insurance referral information. Verification of private patient insurance information for same day appointments or by request. Adhere to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality. Assure ease of patient flow through medical care process. Complies with the written guidelines provided by the HIPPA Privacy Office related to patient privacy and confidentiality. Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, required ancillary services, cancellation policy). Intervene as liaison/advocate for patients, physicians, and staff in facilitating ease of care. Assist in identifying trouble spots and problem patterns in the provision of care. Maintain a working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate type and urgency of medical need. Maintain knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria. Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements. Performs all above-mentioned tasks by paying attention to detail and providing excellent customer service skills with Patients, Physicians and other related members by following the Standard of Excellence and Accountability policy mandated by the University of Miami Miller School of Medicine. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary .

Requirements

High School education required
Minimum 1 year of relevant experience in healthcare and/or customer service required.
Must be detail oriented and document information as required and accurately.
Excellent customer service, interpersonal, communications, critical thinking and problem-solving skills.
Computer literate (EPIC scheduling and registration application experience a plus).
Strong written and oral communication skills; bi-lingual a plus (Spanish, Creole).
Pleasant personality and speaking voice essential.
Ability to work under a high level of stress with time constrains while maintaining composure and sensitivity to each patient’s individual situation.
Ability to work independently and multi-task in a high stress environment, including planning, prioritizing, organizing, coordinating, and troubleshooting.
Ability to interact and assist patients of all ages, cultural background and with special needs; with a passion for providing excellent service and care.
Ability to communicate effectively with physicians and professional staff.
Able to work in a team environment.
Any appropriate combination of relevant education, experience and/or certifications may be considered.

Responsibilities

Provide general information about University of Miami Health System services to patients and community health care providers.
Schedule and accurately complete full registration for patients requesting appointments with the UHealth system adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately with attention to detail to ensure the highest quality standards.
Initiate pre-registration process and coordinate with the Central Insurance Verification and Patient Access teams to assure pre-registration in the appropriate facility prior to the appointment.
Ensure all demographic insurance information is accurate, complete and up to date on patient’s screen.
Verification of insurance information, verification of benefits and insurance referral information.
Verification of private patient insurance information for same day appointments or by request.
Adhere to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality.
Assure ease of patient flow through medical care process.
Complies with the written guidelines provided by the HIPPA Privacy Office related to patient privacy and confidentiality.
Provide patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, required ancillary services, cancellation policy).
Intervene as liaison/advocate for patients, physicians, and staff in facilitating ease of care.
Assist in identifying trouble spots and problem patterns in the provision of care.
Maintain a working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate type and urgency of medical need.
Maintain knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria.
Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
Performs all above-mentioned tasks by paying attention to detail and providing excellent customer service skills with Patients, Physicians and other related members by following the Standard of Excellence and Accountability policy mandated by the University of Miami Miller School of Medicine.