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

University of Miami•Miami, FL

1d•Onsite

About The Position

The University of Miami’s Bascom Palmer Eye Institute is hiring a full-time, on-site Patient Access Representative 2 in Miami, Florida. The role registers patients for clinical services by collecting relevant information, verifying insurance benefits, explaining required documents, and collecting payments. The representative supports patients from prearrival through discharge, coordinates check-in and patient flow, and works with patients, caregivers, providers, schedulers, and the healthcare team to deliver a positive patient experience. The position uses multiple systems to manage patient access and revenue-cycle activities, provides financial counseling, handles calls, and supports front-end revenue-cycle and clinical functions across areas as needed. It also involves explaining and obtaining signatures on required legal, ethical, and compliance documents, resolving patient issues, and following applicable university, department, and healthcare regulatory policies.

Requirements

High school diploma or equivalent.
At least 2 years of relevant experience.
Ability to interact and work effectively with patients of all ages and the healthcare team.
Knowledge of healthcare regulatory guidelines and compliance requirements, including OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
Ability to work independently and promptly in a fast-paced, constantly changing environment.
The position requires handling multiple systems, including EPIC MyChart, Grand Central ADT, Cadence, Prelude, Radiant, OP Time, Care Everywhere, Resolute, Nice inContact Communication, and Aria Oncology.

Responsibilities

Obtain, confirm, enter, and update demographic, financial, and clinical information required for financial clearance and patient services.
Contact patients’ families or physicians’ offices to obtain missing insurance information.
Verify insurance coverage and eligibility, review real-time eligibility responses or master contract information, and notify patients and referring physicians when eligibility fails.
Collaborate with scheduling departments and providers 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, and collect patient payments, including co-pays, deductibles, co-insurance, self-pay amounts, and previous balances.
Explain required legal, ethical, and compliance documents to patients or legal guardians and obtain signatures before services are rendered.
Maintain records, files, and accurate documentation in the system of record.
Perform pre-service validation for in-person and virtual appointments and assist patients with self-service technology such as MyChart and self-check-in kiosks.
Coordinate patient flow to support timely check-in and arrival at service areas.
Handle incoming and outgoing calls, answer and triage inquiries, provide solutions, direct calls, and document messages using appropriate software and established protocols.
Collect and process currency, reconcile the cash drawer at the end of the day, and make timely bank deposits.
Support department key performance indicator goals, including collections, patient satisfaction, accuracy, and processing time.
Maintain communication with the healthcare team to support seamless check-in, check-out, clinic flow, and patient and caregiver experience.
Recognize, analyze, resolve, and de-escalate issues using sound judgment and critical thinking; troubleshoot unique situations with the healthcare team.
Maintain required physical distancing in accordance with established guidelines.
Cross-train in front-end revenue-cycle and clinical support functions, float across areas, and assist as needed.
Adhere to University and unit-level policies and procedures and safeguard University assets.