Contact Center Associate 2 (H)

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 possessed 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.

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.
• Serves as a liaison/advocate for patients, physicians, and staff in facilitating ease 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.
• Notifies appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.

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).

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

Benefits

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

Pay

Competitive salary commensurate with experience.

Schedule

Full-time, Remote Position.