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Contact Center Associate 1
4 months ago
Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.
The University of Miami Health System at Doral has an exciting opportunity for a full-time Contact Center Associate 1 with a hire date of June 1st, 2024.
The University of Miami Health System will soon open the second phase to our state-of-the-art facility in Downtown Doral that serves as a western hub for our distinguished regional network of ambulatory services. This 160,000 square foot expansion will continue to bring world-class academic medicine, cutting-edge technology, and innovative treatment options to the rapidly growing Doral community. UHealth at Doral will have services through the Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, and the Desai Sethi Urology Institute, as well as specialties such as cardiology, endocrinology, otolaryngology, gastroenterology, dermatology, and more. The expansion will provide residents with innovative, specialized medical services in the heart of their community. Once complete, UHealth at Doral will have 8 operating rooms, 3 endoscopy procedure rooms, 33 cancer treatment bays, over 60 multidisciplinary exam rooms, and supporting ancillary services like imaging, lab, and respiratory therapy. UHealth at Doral will open in September 2024.
The Contact Center Associate 1 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 responsible for scheduling and registering patients for appointments utilizing 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 within a convenient time frame.
* Provides general information about UHealth System services to patients and community health care providers.
* Handles high volume of call center calls for scheduling patient appointments and accurately completing 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.
* Initiates pre-registration process, coordinating with the Central Insurance Verification and Patient Access teams, to assure pre-registration is scheduled in the appropriate facility prior to the appointment.
* Ensure all patient demographic insurance information is accurate, complete and up to date.
* Verifies private patient insurance information for same day appointments or by request.
* Adheres to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality.
* Provides patients with all required information regarding appointments and payment policies (e.g. medical records, parking, cash policies, anticipated charges, required ancillary services, cancellation policy).
* Liaises/advocates for patients, physicians, and staff in facilitating ease of care. Assists in identifying trouble spots and problem patterns in the provision of care.
* Maintains a working knowledge of medical symptoms, signs, and anatomical systems to identify and differentiate type and urgency of medical need.
* Maintains 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.
* Adheres to University and unit-level policies and procedures and safeguards University assets.
Any appropriate combination of relevant education, experience and/or certifications may be considered.
MINIMUM REQUIREMENT
* High School diploma or equivalent
* Minimum 1 year of relevant experience
* General knowledge of office procedures and operations
* Skill in data entry with minimal errors
* Ability to accurately prepare and maintain records, files, reports and correspondence
* 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 understand and follow instructions.
Any appropriate combination of relevant education, experience and/or certifications 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.
Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.
The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.
Job Status:
Full time
Employee Type:
Staff
Pay Grade:
c102
