Contact Center Associate 3 (H)

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The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Contact Center Associate 3 position to work remotely.

Core Summary

Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures.   Assist supervisor with staffing, report reconciliation, coaching process, and other duties as assigned.  This position involves the delivery of courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators.  Success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame.  This position supports the medical school’s vision, mission, and goals.

Core Responsibilities:

• Serves as team lead and/or subject matter expert in support of the Manager and Supervisor.

• Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary.

• Ensures that team members follow their schedules properly as designed. Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner.

• Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.

• Ensures a safe and harmonious working environment for all other team members and delegate duties to all team members as needed.

• Contributes to special or ongoing projects and assignments that are important to area/process improvement.

• Provides support across all services within their assigned team.

• Delivers a high level of patient service, with consistent levels of quality and productivity.

• Supports their team by serving as subject matter expert in support of their peers.

Department Specific Functions

• Trains new agents in scheduling and registration requirements specific to their specialties.

• Schedules and registers patients for appointments within the University of Miami Health System.

• Provides general information about University of Miami Health System services to patients and community health care providers.

• Provides support to University of Miami Health System departments and clinics for information inquiries and problem resolution.

• Maintains direct communication with providers and staff in the Medical Center and Satellite Offices.

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

• Maintains knowledge of insurance referral requirements to ensure access based on third party reimbursement criteria.

• Ensures that the appropriate appointment and registration information is documented at time of scheduling.

• Adheres to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately with attention to detail to ensure the highest quality standards. 

• Adheres to standards provided by the HIPPA Privacy Office related to patient privacy and confidentiality.

• Provides patients with all required information regarding appointments and payment policies (e.g., parking, cash policies, anticipated charges, required ancillary services, cancellation policy).

• Captures accurate patient registration demographic and insurance information.

• Initiates pre-registration process and coordinate with the Central Insurance Verification and Patient Access teams to assure pre-registration in the appropriate facility prior to