Patient Experience Representative 1, Full Time

Patient Experience Representative 1

The Patient Experience Representative 1 serves as a resource lead employee for all staff in the front office role. This position greets patients, activates patient files, and provides support to patients and medical staff. The Patient Experience Representative 1 works closely with senior staff to ensure operational and patient satisfaction goals are reached while providing exceptional customer service. This candidate ensures quality control in all aspects of front desk management and upholds high standards of customer service, speed of delivery, and efficiency of patient flow and charting with an emphasis on the collection of copayments, fees of service, and outstanding amounts from patients.

Core Job Functions

• Upholds and carries out all UHealth Patient touch points in all aspects of the patient experience.
• Trains new hires and retrains front office assistants for performance on all aspects of the patient and payment experience.
• Increases collection by taking every action at the center level to collect copayments, balances, secure payment contracts, and additional prompt pay services and additional front end metrics in a genuine, caring, and friendly manner.
• Remains informed of operational improvements and ensures all front office assistants are comfortable with transition.
• Maintains clean work environment and professional appearance to comply with relevant health and safety procedures.
• Leads center level revenue cycle items by verifying the front office staff is educated on expectations related to the accuracy of patient insurance and visit information.
• Performs tasks related to the approved resolution of revenue cycle errors at the center level.
• Works rotation and fair share of weekends.
• Attends internal calls or training for specialized development of work flows and policies and procedures.
• Pursues and maintains continuing education related to respective specialty.
• Ensures correct collection of all charges and documentation for all patients checking out.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

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

Education: High School Diploma or equivalent/relevant experience, certification or license

Certification and Licensing: Refer to department description for applicable certification requirements

Experience: Minimum 1 year of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.
• Teamwork: Ability to work collaboratively with others and contribute to a team environment.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

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