Contact Center Associate 2

University of Miami•Medley, FL

4d•Remote

About The Position

The Contact Center Associate 2 supports patient-centered care and service excellence across the UHealth System. The role delivers courteous and efficient service, documents and verifies patient registration information, and communicates professionally and promptly with physicians, medical staff, administrators, patients, and community health care providers. The associate uses the EPIC scheduling system to search for appointments across physicians, resources, specialties, and sites, applying knowledge of medical triage and insurance requirements to help patients access appropriate care in a timely manner. The position also serves as a subject matter expert, guides peers, and assists with training new hires. This remote, full-time position is part of the University of Miami/UHealth Department of UHealth Connect. It involves scheduling and registering patients, coordinating pre-registration and insurance verification, supporting departments and clinics with inquiries and problem resolution, and helping maintain an efficient patient-care process. The associate must follow applicable privacy and confidentiality guidelines and provide patients with appointment and payment information.

Requirements

High school diploma or equivalent.
Minimum of 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 handle confidential information with discretion.
Skill in completing assignments accurately and with attention to detail.

Responsibilities

Deliver a high level of patient service while maintaining consistent quality and productivity.
Identify trouble spots and recurring problems 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.
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 ensure registration at the appropriate facility before appointments.
Verify and maintain accurate, complete, and current demographic and insurance information.
Verify insurance benefits and referral information, including private insurance for same-day appointments or upon request.
Follow patient privacy and confidentiality guidelines provided by the HIPAA Privacy Office.
Help ensure ease of patient flow through the medical-care process.
Provide patients with appointment and payment-policy information, including details about medical records, parking, cash policies, anticipated charges, ancillary services, and cancellations.
Act as a liaison or advocate for patients, physicians, and staff to facilitate access to care.
Maintain working knowledge of medical symptoms, signs, and anatomical systems to identify and distinguish the type and urgency of medical needs.
Maintain knowledge of insurance referral requirements and third-party reimbursement criteria.
Notify appropriate parties of appointment times, referral criteria, insurance verification, and prior authorization requirements.
Perform duties with attention to detail and excellent customer service in accordance with the University of Miami Miller School of Medicine's Standard of Excellence and Accountability policy.