Contact Center Associate 2 (H)

University of Miami; United States; Remote; USD 36,000 - 48,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Job summary

The University of Miami Health System is seeking a Remote Full Time Contact Center Associate 2 to support scheduling and patient registration for the UHealth system. You will handle patient inquiries, verify demographics and insurance, and coordinate with care teams to ensure timely appointments using EPIC.

This role requires excellent communication, attention to detail, and the ability to train new staff while upholding HIPAA privacy standards and delivering empathetic service to patients and

Qualifications

• Excellent communication, both oral and written.
• Ability to handle stressful situations with professionalism.
• Attention to detail in patient registration and documentation.
• Ability to train and mentor new agents in scheduling procedures.
• Knowledge of HIPAA privacy requirements and other regulatory guidelines.

Responsibilities

• Deliver high levels of patient service with consistent quality and productivity.
• Identify trouble spots and patterns in care provision.
• Act as SME and assist peers.
• Train new agents in scheduling and registration.
• Schedule and register patients for appointments in the UHealth system.
• Provide information about UHealth services to patients and providers.
• Maintain communication with providers and staff across facilities.

Skills

Customer service

Communication

Interpersonal skills

Problem solving

Training others

Education

High School diploma or equivalent

Job description

The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Contact Center Associate 2 to work remote.

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 centered 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.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary

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 time

Employee Type:
Staff