Clinical Business Operations Specialist
University of Miami

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The University of Miami has an exciting opportunity for a full time Clinical Business Operations Specialist with Bascom Palmer Eye Institute in Miami, Florida.

The Clinical Business Operations Specialist serves as a lead to Clinical Business Operations Representatives and facilitates the prompt resolution of highly complex problems related to pre and post care that arise in daily clinical operations. The incumbent performs 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 Specialist 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.

• Provides guidance and support to Clinical Business Operations Representatives and assists with training and continuous improvement.

• 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, handle 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

Experience:

Minimum 3 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

• Primarily responsible for providing support to patients in an effort to ensure the successful coordination of care throughout their journey.

• Maintains a working knowledge of Ophthalmology, medical symptoms, signs, and anatomical systems to identify and differentiate the type and urgency of medical needs.

• Answers patient phone calls, responds to emails, and monitors EMR in-basket messages and tasks in a timely manner, addressing and documenting patient inquiries and communications.

• Completes initial call resolution and escalates inquiries as needed to key departments to ensure proper resolution.

• Acts as the first point of escalation for managing service recoveries, complaints, and queries as necessary.

• Manages requests regarding medications/prescription refills, reports side effects to provider, and shows good judgment and understanding of the common problems associated with medications.

• Assists clinical support staff in updating Care Teams in the EMR.

• Maintain general department knowledge of the Uhealth Insurance Contract Summary and referral requirements.

• Assists in scheduling patients as needed and follows up with patients who cancel, reschedule, or do not show up for their appointments to ensure an appropriate continuum of care.

• Maintains current knowledge of community health, welfare resources, and any other programs available to patients.

• Identifies and resolves barriers to care.

• Follows up on requests in a timely manner and communicates the status of inquiries to the requestor.

• Promotes patient utilization and understanding of the EMR patient portal for electronic communications, test results, pre-appointment documentation, etc.

• Reviews new materials and department updates (via email or reference guides) and integrates new knowledge into service delivery.

Knowledge, Skills, and Attitudes:

• General knowledge of office procedures and operations.

• Ability to maintain effective interpersonal relationships.

• Ability to process and handle confidential information with discretion.

• Skilled in completing assignments accurately and with attention to detail.

• Ability to work in a fast-paced environment while maintaining composure and sensitivity to each customer's specific needs.

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.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:Full timeEmployee Type:StaffPay Grade:H6

This job has expired.