Clinical Business Operations Representative 2

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The University of Miami/UHealth Department of Physical Therapy is currently seeking a full time Clinical Business Operations Representative 2 to work in Kendall, FL. 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

Experience:

Minimum 1 year of relevant experience

DEPARTMENT ADDENDUM

Department Specific Functions

• Delivers quality customer service by answering incoming phone calls or contacting patients by phone to determine exam time.

• Screens and verifies information to ensure accuracy when scheduling therapy appointments.

• Ability to manage high call volumes to ensure best possible customer service by properly educating the patient on appointment preparation and answering questions.

• Utilizes multiple computer applications, scheduling software, network drives to schedule multiple appointments within multiple modalities and entities across the UHealth system.

• Obtains all required information from the referring physician or patient for the exam when scheduling therapy appointments.

• Monitoring the UChart scheduling system (Cadence) for the satellite clinics in conjunction with department referral work-queue to assure timely processing of referrals across all satellites.

• Assist in recruiting appropriate subjects for clinical research activities as needed.

• Assist in providing support to treating providers for patient related activities and interventions as directed by licensed provider.

• Provide relief coverage at various satellites in the event of support staff shortage.

• Assist registrars with patient insurance verification, authorization, and re-authorization.

• Serve as a trainer for departmental orientation for new incoming staff.

Department Specific Qualifications