Clinical Business Operations Specialist Full Time Bascom Palmer Eye Institute

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The University of Miami has an exciting full time opportunity for a 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, 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 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 Tea