Clinical Business Operations Representative 2 - Ambulatory Surgery Unit | Bascom Palmer Eye Institute Miami, FL

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The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Clinical Business Operations Representative 2, for the Ambulatory Surgery Unit, in Miami, Florida. The Clinical Business Operations Representative 2 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 2 assists patients in a courteous, efficient and professional manner and ensures adherence to divisional and departmental service standards.

CORE JOB FUNCTIONS                                                                                                          

• 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

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

Certification and Licensing: N/A

Experience: Minimum 1 years of relevant experience

Knowledge, Skills and Attitudes:

• 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.

Department Specific Functions

The Ambulatory Surgery Unit at Bascom Palmer Eye Institute is a high-volume, fast-paced surgical environment that relies on efficient coordination of patient care activities to ensure safe, timely, and exceptional surgical experiences. The Clinical Business Operations Representative plays a critical role in supporting daily clinical operations by serving as the central point of communication between patients, nursing staff, physicians, anesthesia providers, and ancillary departments. This position is essential to maintaining patient flow throughout the perioperative process by managing high call volumes, coordinating preoperative and postoperative communication, verifying patient demographic and clinical information, and ensuring that patient records are complete prior to surgery. The representative assists in identifying and resolving issues that could delay or impact surgical readiness, helping to minimize cancellations, prevent scheduling disruptions, and improve operating room efficiency. Given the complexity and volume of procedures performed within the Ambulatory Surgery Unit, this role provides vital administrative support to the clinical team, allowing nurses and providers to focus on direct patient care. Responsibilities include triaging patient inquiries, facilitating communication regarding preoperative instructions and postoperative concerns, documenting messages accurately within the electronic medical record, and ensuring patients receive timely responses to questions related to their surgical care. Additionally, the Clinical Business Operations Representative contributes to a positive patient experience by providing courteous, compassionate, and professional customer service while maintaining strict confidentiality and adherence to University and departmental policies. The position requires exceptional organizational skills, attention to detail, the ability to prioritize multiple competing demands, and effective communication with multidisciplinary teams in a rapidly changing clinical environment.

• Enhances pre-operative patient call program to assure that they are done timely and efficiently

• Collaborates with surgical scheduling for patient’s arrival time after schedule is released

• Notifies charge nurse of any concerns raised by the patient in the pre or post op calls

• Update’s physician preference document for patient arrival time as needed

• Assists greeter to provide surgical patients arrival to be timely and efficient.

• Ensures patients are properly admitted via the EPIC system and texting functions have been initiated

• Collaborates with patient advisor in rounding efforts and reviewing of patient experience reports

• Provides patients with updated information concerning their care on day of surgery if any delays have been occurred.

• Converses with the ambulatory surgery patients prior to discharge to assess any additional needs, instructions were clear, and all questions were answered in the absence of clinical program coordinator

• Reports any patient concerns prior to discharge to patient advisor and or charge nurse

• Assists with the admission and discharge of patients to their destination both in pre op and post op in safe manner

• Assists with ambulatory preoperative room preparation by placing transmotion chairs, and or cribs to accommodate patients

• Collaborates with the ambulatory surgery desk staff by answering phone calls, placing phone calls, updating front desk and patient room rosters and calendar information.

• Assist physicians to locate family members and or patients via patient tracker

• Maintains an efficient workflow for the ambulatory surgery area in the absence of the senior administrative assistant  

• Maintains workflow at the greeter desk in the absence of the patient advisor

• Collaborates with the OR to obtain accurate wait time, updates for the patient and physician information

• Enhances post-operative patient call program to elicit any concerns and answer any questions.

• Notifies the charge nurse/advisor with any post-operative concerns for a follow up.

• Assists with Post op 0 patient flow by providing updated information to the family and a safe discharge to the patient

• Assist charge nurse in preparing staffing assignment for next day 

• Places office supply orders, work orders for IT, facilities biomed and Meperdia. Stores received items appropriately.

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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