Patient Access Associate (On-Site) (H)

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The University of Miami/UHealth Department of Clinical Access has an exciting opportunity for a full-time Patient Access Associate.

Core Job Summary:

The Patient Access Associate (On-Site) projects a professional and welcoming demeanor and welcomes visitors (i.e., vendors, customers, patients, staff, students etc.) to the department by promptly greeting them, in person or on the telephone, and answering or referring their inquiries appropriately. The Patient Access Associate (On-Site) serves as the first point of contact for patients and customers entering facility/department and interfaces effectively with all members of the healthcare team, keeping patients informed of any delays

Core Responsibilities:

• Greets visitors to the department and directs them to their requested destination.  

• Answers incoming calls and places outgoing calls, in a timely and efficient manner, while providing exceptional customer service to further a positive institutional image.

• Responds to general questions and inquiries, forwards non-routine requests to appropriate staff for handling.

• Assists with general administrative task, such as sorting departmental mail, faxes, troubleshooting office equipment etc.

• Maintains department directories and visitation logs.

• Maintains a tidy and clean reception area.

• Places orders for department supplies as requested by department leadership.

• Projects a professional appearance and pleasant demeanor creating a welcoming atmosphere.

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

Department Specific Functions:

• Serves as the first point of contact for patients and customers entering facility/department. 

•   Projects a welcoming professional demeanor and promptly greets and provides assistance by responding to routine questions and wayfinding information.  

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

• Obtains patient identification and compares against information in EMR, to properly identify patient before marking as present. 

• Assists patients in navigating self-serve kiosks. 

• Queues patients for check-in/out.   Identifies patients arriving late and communicates with clinical team. 

• Confirms patient identity and places wristband on patients. 

• Identifies patients at risk of falls and places appropriate wristband. 

• Provides updates to patients waiting in reception area. 

• Interfaces effectively with all members of the healthcare team and keeps patients informed of any delays. 

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.

Department Specific Qualifications:                                                                                     

High School diploma or equivalent  

Customer service experience preferred 

Knowledge, Skills and Attitudes:

• Tier 1 essential worker that provides critical functions that cannot be paused in traditional and non-traditional healthcare settings. 

•  Subject to potential contact/exposure to patients who can transmit contagious diseases. 

• Able to be available 30 minutes prior to opening and after clinic ends, which fluctuates depending on clinic and provider, in addition to weekends, evenings, holidays, and during disastrous events (e.g., hurricanes, pandemics, etc.) 

• Able to float and provide coverage without advance notice based on daily organizational needs, including working in offsite locations, tents or having to come onsite if working remotely. 

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