Contact Center Associate 2

University of Miami•Medley, FL

3d•Remote

About The Position

The Contact Center Associate 2 supports a culture of empathy, service excellence, and patient-centered care across the UHealth System. The role requires a high level of proficiency and consistent quality and productivity, and serves as a subject matter expert in assigned support areas who guides peers and assists with on-the-job training for new hires. The position provides courteous and efficient service to patients; accurately documents and verifies registration information; and communicates professionally and promptly with physicians, medical staff, and administrators. Using the EPIC scheduling system, the associate searches for appointments across physicians, resources, specialties, and sites, applying knowledge of medical triage and government and commercial insurance requirements to help patients receive timely appointments with appropriate providers. The associate provides general information about UHealth services, schedules and registers patients, supports departments and clinics with inquiries and problem resolution, and maintains communication with providers and staff in the Medical Center and Satellite Offices. Department-specific work includes coordinating pre-registration, verifying demographic and insurance information and benefits, following patient privacy and confidentiality guidelines, communicating appointment and payment information, and helping facilitate patients’ access to care. Other duties or responsibilities may be added as necessary.

Requirements

High school diploma or equivalent.
Minimum 2 years of relevant experience.
General knowledge of office procedures and operations.
Ability to communicate effectively in oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to maintain effective interpersonal relationships.
Ability to recognize, analyze, and solve a variety of problems.
Ability to lead, motivate, develop, and train others.
Ability to process and handle confidential information with discretion.
Skill in completing assignments accurately and with attention to detail.

Nice To Haves

Relevant education, certifications, and/or work experience may be considered.

Responsibilities

Deliver high-quality patient service with consistent quality and productivity.
Help identify trouble spots and problem patterns in the provision of care.
Serve as a subject matter expert and provide guidance to peers.
Train new agents on scheduling and registration requirements specific to their specialties.
Schedule and register patients for UHealth System appointments and provide general information about UHealth services to patients and community health care providers.
Support UHealth departments and clinics with information inquiries and problem resolution.
Maintain direct communication with providers and staff in the Medical Center and Satellite Offices.
Complete patient registration accurately and in accordance with scheduling and registration policies and procedures.
Initiate pre-registration and coordinate with Central Insurance Verification and Patient Access teams to support registration at the appropriate facility before appointments.
Ensure patient demographic and insurance information is accurate, complete, and up to date.
Verify insurance information, benefits, and referral information, including private insurance information for same-day appointments or by request.
Follow patient privacy and confidentiality guidelines provided by the HIPPA Privacy Office.
Support ease of patient flow through the medical care process.
Provide patients with appointment and payment-policy information, including information about medical records, parking, cash policies, anticipated charges, required ancillary services, and cancellation policies.
Act as a liaison or advocate for patients, physicians, and staff to facilitate ease of care.
Maintain working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate the type and urgency of medical needs.
Maintain knowledge of insurance referral requirements and notify appropriate parties of appointment times, referral criteria, insurance verification, and prior authorization requirements.
Perform duties with attention to detail and excellent customer service, following the University of Miami Miller School of Medicine Standard of Excellence and Accountability policy.