Patient Access Representative 2 Full Time Bascom Palmer Eye Institute Miami, FL

University of Miami•Miami, FL

1d•Onsite

About The Position

The Patient Access Representative 2 registers patients for clinical services at Bascom Palmer Eye Institute by collecting and updating demographic, financial, and clinical information; verifying insurance eligibility and benefits; obtaining authorizations, pre-certifications, and referrals; explaining required documents and financial responsibilities; and collecting payments. The role supports patient access and revenue-cycle functions from prearrival through discharge, including in-person and virtual visits, and requires using multiple systems independently in a fast-paced, changing environment. The representative helps patients navigate self-service technology, coordinates patient flow and follow-up scheduling, handles high-volume calls, and collaborates with patients, caregivers, providers, schedulers, and clinical teams to provide a positive patient experience. The position also involves explaining and obtaining signatures on required legal, ethical, and compliance documents, providing financial counseling, processing cash and reconciling the cash drawer, troubleshooting issues, and supporting front-end revenue-cycle and clinical functions across areas as needed.

Requirements

High school diploma or equivalent.
Minimum 2 years of relevant experience.
Ability to work effectively with patients of all ages and members of the healthcare team.
Knowledge of healthcare regulatory guidelines and compliance requirements, including OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
Ability to use multiple systems simultaneously and independently in a fast-paced, changing environment.
Certification and licensing are not applicable.

Responsibilities

Obtain, confirm, enter, and update demographic, financial, and clinical information needed for patient registration and financial clearance.
Contact patients’ families or physicians’ offices to obtain missing insurance information.
Verify insurance coverage and eligibility, review real-time eligibility responses or master contract tools, and update coverage information as needed.
Notify patients and referring physicians when eligibility fails.
Collaborate with scheduling departments to identify add-on patients and coordinate complex follow-up care onsite or remotely.
Obtain necessary authorizations, pre-certifications, and referrals.
Notify patients of financial liabilities, provide financial counseling and estimates, explain benefits and patient responsibilities, and collect payments upfront.
Explain required legal, ethical, and compliance documents to patients or legal guardians and obtain signatures before services are rendered.
Maintain appropriate records, files, and accurate documentation in the system of record.
Perform pre-service validation for in-person and virtual appointments and assist patients in navigating MyChart and self-check-in kiosks.
Coordinate patient flow to support timely check-in and arrival at service areas.
Handle high volumes of incoming and outgoing calls, answer and triage inquiries, provide solutions, direct calls, and document messages according to protocol.
Collect and process currency, reconcile the cash drawer at the end of the day, and make timely bank deposits.
Help meet department key performance indicator goals for collections, patient satisfaction, accuracy, and processing time.
Maintain open communication and effective working relationships with the healthcare team to support check-in, check-out, clinic flow, and patient experience.
Recognize, analyze, resolve, and de-escalate issues using sound judgment and critical thinking; troubleshoot unique situations with the healthcare team.
Maintain physical distancing according to established guidelines.
Cross-train in front-end revenue-cycle and clinical support functions, float across areas, and assist as needed.
Follow University and unit-level policies and procedures and safeguard University assets.