Clinical Business Operations Representative 2

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Clinical Business Operations Representative 2

The University of Miami/UHealth department of Neurology has an exciting opportunity for a Full Time Clinical Business Operations Representative 2 to work at the UHealth medical campus.    

Core Summary                                  

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 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. 

Department Specific Functions

• Responsible for maintaining and updating providers' schedules, including setting up meetings, adding events, and making day-to-day adjustments as requested.

• Ensure that the schedule is accurate regarding the number and type of appointments.

• Manage any necessary changes, including last-minute cancellations and adjustments, to accommodate providers' or patients' needs.

• Monitor cancellations and proactively reach out to waitlisted patients to fill any open slots.

• Place appointment confirmation calls one week before the scheduled date.

• Confirm, reschedule, or cancel appointments based on patients’ requests.

• Communicate with the CIV team one week before appointments to ensure patients are cleared for their visits, with follow-up 1–2 days before the appointment as needed.

• Track and document all no-show and canceled appointments in Box for review.

• Inform patients that tele visits must occur through UChart or Doximity and within the state of Florida.

• Actively monitor emails and in-basket messages, ensuring timely responses or proper routing to appropriate staff.

• Maintain active communication with Jennie, providers, and office staff, prioritizing clear understanding of priorities and ensuring mutual satisfaction.

• Cover for Sr. Residency Coordinator during her absence, managing calls and coordinating tasks to ensure continuity of patient care.

• Actively manage patient access by monitoring working schedules and identifying opportunities to bring patients in sooner for their appointments.

• Reach out to patients to expedite scheduling and ensure timely access to care.

• Facilitate communication with patients by introducing them to the Nurse Practitioner, explaining their role, and how they can assist with their care needs.

This list of duties and respon