Patient Access Representative 2 (On-Site) - Doral

Current Employees:

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The University of Miami/UHealth Department of Clinical Access has an exciting opportunity for a full-time Patient Access Representative 2 to work at our Doral location.

Core Job Summary:

The Patient Access Representative 2 (On-Site) registers patients for clinical services by obtaining pertinent information, verifying insurance benefits, explaining pertinent documents, and collecting payments.

Core Responsibilities:

• Obtains, confirms, and enters demographic, financial, and clinical information necessary for financial clearance of scheduled patient accounts.

• Contacts patients’ families or physicians’ offices to obtain missing insurance information.

• Verifies insurance and confirms insurance eligibility of patient coverage benefits, notifying patient and referring physician in the event of failed eligibility.

• Collaborates with scheduling departments to identify add-on patients.

• Obtains necessary authorizations, pre-certifications, and referrals.

• Notifies patients of liabilities and collects funds.

• Maintains appropriate records, files, and accurate documentation in the system of record.

• Adheres to University and unit-level policies and procedures and safeguards University assets.

Department Specific Functions:

• Projects a welcoming professional demeanor. 

• Interacts and works effectively with patients of all ages, and the healthcare team to ensure a favorable first impression and positive patient experience. 

• Coordinates wide range of functions from prearrival to discharge utilizing multiple systems including but not limited to: EPIC MyChart, Grand Central ADT, Cadence, Prelude, Radiant, OP Time, Care Everywhere, Resolute, Nice inContact Communication, and Aria Oncology simultaneously and independently to service patients promptly in a fast paced, constantly changing environment. 

• Performs pre-service validation prior to patient’s appointment for in person or virtual visits. 

• Assists patients in navigating self-serve technology options including but not limited to MyChart and Self check-in kiosks, in person or remotely. 

• Coordinates patient flow to ensure timely check-in and arrival to service area. 

• Obtains, confirms, and accurately enters and updates demographic, financial, and clinical HIPAA protected information. 

• Reviews real time eligibility insurance responses and/or master contract tool and updates coverages as needed. 

• Serves as gatekeeper, performs insurance verification, and obtains referrals and/or authorizations as needed.

• Provides financial counseling services at check-in, explains benefits, creates estimates, and notifies patients of self-pay liabilities including co-pays, and deductibles.

• Answers and triages incoming calls, listens to patient/customers’ needs, responds to questions, provides helpful solutions, directs calls, and documents messages using appropriate software in accordance with established protocol. 

• Collects and processes large amounts of currency and performs end of day cash-drawer reconciliation and timely bank deposits. 

• Assists department in meeting all established key performance indicator goals: Co-pay, Previous Balances, Estimate Collections, Patient Satisfaction, Accuracy Rates, and Processing Time.

•   Maintains a close working relationship and open communication with all members of the healthcare team to ensure a seamless check in, check out, clinic flow and positive experience for patients and caregivers. 

• Recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking. 

• Ensures proper physical distancing is always maintained following established guidelines. 

• Works with healthcare team to resolve unique situations and troubleshoot issues. 

• Cross trained to carry out all Front-End Revenue