Contact Center Associate 2

Disabled Job Seekers; Medley (FL); On-site; USD 42,000 - 65,000; Full time

Job summary

University of Miami Health System in Medley, FL is seeking a Contact Center Associate 2 to deliver empathetic, patient-centered support across the UHealth system. You will handle appointment scheduling, registration, and information inquiries, using EPIC to coordinate care and verify insurance.

The role requires strong communication, attention to detail, ability to train peers, and compliance with HIPAA. You will collaborate with physicians, staff, and administrators to ensure accurate data and

Qualifications

• High School diploma or equivalent.
• Minimum 2 years relevant experience.
• General knowledge of office procedures.
• Effective written and oral communication.
• Ability to handle stressful situations with composure.

Responsibilities

• Delivers high patient service with quality and productivity.
• Schedules and registers patients for appointments.
• Verifies insurance and demographic information.
• Trains new agents on scheduling and registration requirements.
• Maintains HIPAA privacy and confidentiality standards.

Skills

EPIC scheduling

Patient registration

Communication skills

HIPAA knowledge

Training others

Education

High School diploma or equivalent

Job description

Core Job Summary

The Contact Center Associate 2 supports functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centred care that impacts the patient experience across the UHealth System. The incumbent is possesses a high-level of proficiency with consistent levels of quality and productivity. In addition, the incumbent serves as a subject matter expert in their assigned areas of support, providing guidance to their peers and assisting in on the job training for new hires. This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators. 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 timely.

Core Responsibilities

• Delivers a high level of patient service, with consistent levels of quality and productivity.
• Assists in identifying trouble spots and problem patterns in the provision of care.
• Acts as a subject matter expert in support of their peers.
• Trains new agents in scheduling and registration requirements specific to their specialties.
• Schedules and registers patients for appointments within the UHealth System and provides general information about the UHealth System services to patients and community health care providers. Provides support to UHealth System departments and clinics for information inquiries and problem resolution. Maintains direct communication with providers and staff in the Medical Center and Satellite Offices.

Department Specific Functions

• 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.

Core Qualifications

• High School diploma or equivalent
• Minimum 2 years of relevant experience
• General knowledge of office procedures and operations
• Ability to communicate effectively in both 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.
• Any relevant education, certifications and/or work experience may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:Full timeEmployee Type:Staff