Clinical Business Operations Representative 2- Osher Center for Integrative Medicine

Current employees: internal application process available via Workday.

About the role

The Clinical Business Operations Representative 2 facilitates the prompt resolution of problems related to pre- and post-care that arise in daily clinical operations. The incumbent performs general administrative and receptionist functions, including answering incoming calls, efficient management of patients, and the acquisition of necessary patient care and records. The role assists patients in a courteous, efficient, and professional manner while ensuring adherence to divisional and departmental service standards.

Responsibilities

• Assists the department in managing expectations surrounding pre- and post-patient care.
• Obtains or reviews all patient demographic information, insurance information, and referral numbers.
• Reviews clinical records for completeness, including authorization, signatures, missing data, and other patient information.
• Answers multiple telephones for the department: triage incoming calls, responds to questions, directs calls, and documents messages in the appropriate software.
• Greets visitors and callers, handles their inquiries, and directs them to the appropriate employee according to their needs.
• Works cooperatively with fellow employees to solve problems and enhance the smooth and efficient flow of the practice.
• Provides coverage for responsibilities of co-workers when assigned or as needed.
• Develops and promotes the use of effective methods of communicating with physicians, managers, peers, trainees, and staff on a regular basis.
• Maintains confidentiality of all information.
• Adheres to University and unit-level policies and procedures and safeguards University assets.
• Processes and manages incoming and outgoing referrals for integrative medicine services.
• Obtains and tracks insurance authorizations, pre-certifications, and referral approvals.
• Verifies eligibility, benefits, referral requirements, and authorization status prior to scheduled appointments.
• Coordinates with referring providers, insurance carriers, and external healthcare organizations to ensure timely patient access to services.
• Reviews patient records for completeness and obtains required documentation before consultations.
• Requests, receives, and manages outside medical records, imaging, laboratory results, and supporting clinical documentation.
• Maintains accurate patient information, referrals, authorizations, and documentation within Epic.
• Supports providers by managing assigned work queues, patient communications, and administrative follow-up activities.
• Coordinates follow-up appointments, diagnostic testing, and ancillary services as directed by providers.
• Communicates with patients regarding referrals, authorization status, appointment readiness, and required pre-visit information.
• Assists with insurance-related inquiries, denied services, and documentation requests to support revenue cycle processes.
• Monitors referral conversion, authorization turnaround times, and other patient access metrics to identify barriers to care.
• Supports quality improvement initiatives and operational projects aimed at improving access, efficiency, and patient experience.
• Assists with departmental reporting, data collection, and performance metrics.
• Maintains compliance with HIPAA and organizational policies regarding patient confidentiality and documentation.
• Provides backup coverage for Senior Clinic Assistant responsibilities as operational needs require.

Requirements

• High school diploma or equivalent.
• Minimum 1 year of relevant experience.
• Skill in data entry with minimal errors.
• Ability to communicate effectively in both oral and written form.
• Ability to work evenings, nights, and weekends as necessary.
• Skill in collecting, organizing, and analyzing data.
• Ability to work independently and/or in a collaborative environment.
• Commitment to the University’s core values.

Benefits

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

Schedule

Full time.