[Hiring] Contact Center Associate 2 @UOMUOMUS

Role Description

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 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.

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

Requirements

• 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
• 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
• Provides general information about University of Miami Health System services to patients and community health care providers
• Initiates pre-registration process and coordinates with the Central Insurance Verification and Patient Access teams
• Verification of insurance information, benefits, and referral information
• Adheres to standards provided by the HIPAA Privacy Office related to patient privacy and confidentiality
• Assures ease of patient flow through the medical care process
• Provides patients with all required information regarding appointments and payment policies
• Intervenes as liaison/advocate for patients, physicians, and staff in facilitating ease of care
• Maintains a working knowledge of medical symptoms, signs, and anatomical systems
• Maintains knowledge of insurance referral requirements
• Notifies appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements
• Performs all tasks by paying attention to detail and providing excellent customer service skills

Benefits

• Competitive salaries
• Comprehensive benefits package including medical, dental, tuition remission, and more

Company Description

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by groundbreaking 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.