Clinical Business Operations Representative 2

The University of Miami, Bascom Palmer Eye Institute, has an exciting full time opportunity for a Clinical Business Operations Representative 2 in Doral, 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

•  Assiststhe department inmanaging expectations surrounding pre and post patient care.

• Obtains or reviews all patient demographic information, insuranceinformationand referral numbers.

• Reviewsclinical records for completeness including authorization, signatures, missingdata,and other patient information.

• Answers multiple telephones for the department: triage incoming calls, responds to questions, directs calls, and documents messages in theappropriate software.

• Greets visitors and callers, handles their inquiries, and directs them to theappropriateemployeeaccording 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 ofcommunicating 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 Universityassets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties orresponsibilitiesas necessary.

CORE QUALIFICATIONS

Education:

High school diploma or equivalent

Certification and Licensing:

Not Applicable

Experience:

Minimum 1 year of relevant experience

Knowledge,Skills,and Attitudes:

- 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.

DEPARTMENT ADDENDUM

Department Specific Functions

• Assistwith 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.

• Assistswith startingUChartand Merge software images for providers prior to rooming patient.

• Responsible for rooming patients and ensuringtimelyexam room turnover.

• Uploads external medical records into EMR viaUImagingor 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 andfacilitatesthe 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.

• Distributes snacks to patients when applicable.

• Provides service recovery as soon as a service breakdown isidentifiedand/or escalates accordingly.

• UtilizesCICarestandards 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 throughUChartEMR 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 tominimize 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 ofany and allfollow up appointment(s)/procedure(s), diagnostic or ancillary services ordered if applicable.

• Determineupon checkout/discharge any pendingfinancial responsibilityand collect and post payment(s) accordingly if applicable.

• Schedule external appointments asindicatedby 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 currentexpirationdates 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. 

Department Specific Qualifications

Education:

High School Diplomarequired.

Certification and Licensing:

Not Applicable

Experience:

Minimum 1 year of relevant experience. Consideration may be given toan appropriate combinationof education/training, and proven experience.

Knowledge,Skills,and Attitudes:

• Excellent verbal and written communications skills in English. Multilingual (English/Spanish, English/Creole, English/French, English/Arabic) a plus.

• Mustpossessexcellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.

• Must be able to function independently and exercise sound judgment in making decisions consistent with departmental guidelines/objectives. 

• Ability to handle multiple tasks simultaneously and float to multiple areas as needed.

• Punctuality, attendance, flexibility, and adaptability are essentialin order tomeet departmental needs and ensureappropriate clinicflow. 

• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments, and patients of all ages, and from across a broad range of cultural and social economic backgrounds. 

• Knowledge of medical terminology. 

• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex, and highly stressful environment. 

• Ability to coordinate, prioritize, and organize work and patient flow. 

• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential informationin accordance withestablished policies and HIPAA laws. 

• Computer literate and ability to use multiple systems andacquireproficiencyin the following electronic systems:UChartCadence/Prelude/Enterprise Billing, Availity, Radiant, PACS, Merge,Intellidose, Experian and all online verification systems used by contracted payors.