Clinical Business Operations Representative 3

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The University of Miami/UHealth Department of Clinical Access has an exciting opportunity for a Clinical Business Operations Representative 3.

Core Job Summary:

The Clinical Business Operations Representative 3 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, to include answering incoming calls, efficient management of patients, and the acquisition of necessary patient care and records. The Clinical Business Operations Representative 3 assists patients in a courteous, efficient and professional manner and ensures adherence to divisional and departmental service standards.

Core 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 need arises.

• 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. 

• Assist with the coordination of the day-to-day providers’ clinical activities within the assigned clinical area/service line.

• Ensures that clinic exam rooms are clean, orderly, and well stocked with necessary supplies.

• Reboots exam room computers and ensures before start of clinic and ensures all applicable software is functioning properly.

• Prints appointment arrivals, verifies testing pre-ordered by the providers, ensure testing are financially cleared.

• Initiates financial clearance by contacting onsite insurance verifier, international department, worker’s comp department.

• Links arrived appointments to the designated area and updates event log through EMR portal.

• Logs patient time of arrival on Daily Physician Schedule ensuring that all patients are accounted for.

• Assists with starting UChart and Merge software images for providers prior to rooming patient.

• Responsible for rooming patients and ensuring timely exam room turnover.

• Uploads external medical records into EMR via UImaging or Radiant/PACS

• Provides necessary clinical information and ensures Workers Comp Forms are completed by the provider before end of clinic.

• Orients patients as to next steps in their experience as well as providing wayfinding information.

• Monitors and facilitates the flow of patients undergoing diagnostic procedures, treatments and /or consultations in other areas/departments within the hospital.

• Frequently rounds on patients and communicates expected wait time and/or reasons for delays.

Department Specific Functions:

• Distributes snacks to patients when applicable.

• Provides service recovery as soon as a service breakdown is identified and/or escalates accordingly.

• Utilizes CICare standards to communicate effectively with internal and external customers.

• Links available orders to scheduled ancillary testing appointments and arrives appointments accordingly.

• Schedules appointments for add-on ancillary testing as per orders entered in clinic by faculty.

• Updates event log through UChart EMR portal to ensure patient displays in correct service area.

• Completes patient access functions as rapidly as possible (without compromising quality or service level) in order to minimize the time patients must wait for treatment to begin.

• Prints Advanced Beneficiary Notice (ABN) when applicable, educates patient and secures sign off from patient. Scans ABN form in EMR.

• Check discharge/Check-out orders and coordinate the prompt scheduling of any and all follow up appointment(s)/procedure(s), diagnostic or ancillary services ordered if applicable.

• Determine upon checkout/discharge any pending financial responsibility and collect and post payment(s) accordingly if applicable.

• Schedule external appointments as indicated by provider if applicable.

• Provides After Visit Summary (AVS) when applicable.

• Systematically reflect the checkout/discharge status by carrying out the checkout function and updating the appointment status to complete.

• Answers clinical area’s telephone in a professional and courteous manner adhering to all telephone etiquette standards.

• Prints (upon request by the provider) the refractive prescription from the EMR and/or return to work/school certification.

• Ensures all equipment is in working condition and that cabinets/drawers are locked when unattended.

• Reports malfunctioning exam room equipment and places red ticket/out of order tag(s) on device(s).

• Orders office and medical supplies, adhering to Department policy and within budget.

• Ensures all medications are locked and secured with current expiration dates and discards of expired medications into the Universal Pharmaceutical Waste bin.

• Ensures all instruments used during clinic are transported to the Sterilization Department by the end of the assigned shift.

• Perform other duties as assigned based on departmental needs.

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:

High school diploma or equivalent

Minimum 2 years of relevant experience

Knowledge, Skills, and Abilities:

• 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.

Any relevant education, certifications and/or work experience 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.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

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