Customer Service & Support Jobs in Coral Gables, FL (Now Hiring) — 550 open — Page 13

The University of Miami UHealth – department of Patient Access has an exciting opportunity for a Patient Access Representative 3.

CORE JOB SUMMARY

The Patient Access Representative 3 (On-Site) oversees the registration and financial clearance activities that will facilitate reimbursement for services rendered by the department and serves as functional expert for department peers.

CORE JOB FUNCTIONS

• 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 prior to date of service and collects funds.

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

• Recommends new approaches to management for enhancing performance and productivity.

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

Department Specific Functions:

• Serves as Lead resource and functional expert.

• Ensures smooth patient flow.

• Provides supervisory coverage in the absence of Supervisor.

• Identifies and recommends new approaches to management for enhancing team performance and productivity.

• 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.

• Conducts critical communication with patients or legal guardian facilitating the understanding of and obtaining signature on legal, ethical, and compliance related documents.

• 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, deductibles, co-insurances, global self-pay packages, and previous balances for both hospital technical and professional components and collects thereby reducing AR, Bad Debt, and collection costs by collecting patient’s financial responsibility upfront.

• Promotes the use of effective methods of communication and collaborates with providers and clinical team schedulers in coordinating and scheduling complex follow up care onsite or remotely.

• Handles high volume of incoming and outgoing calls promptly.

• 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 Cycle and Clinical Support functions and able to float across all areas and assist as needed.

• Knowledge of health care regulatory guidelines and compliance requirements including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.

AREA SPECIFIC

ER

• Must possess a good understanding of the unique characteristics and operations of the Emergency Room to proficiently support.

• Proficient knowledge of ASAP module.

• Must be flexible and adjust to rotating schedules evenings, weekends, and holidays.

• Able to perform ADT functions (as described under Admitting section) afterhours, weekends, and holidays.

• Must adhere to PPE requirements as dictated by the specific situation.

ADMITTING

• Must possess a good understanding of the unique characteristics and operations of Admitting to proficiently support the area.

• Proficient knowledge of ADT module.

• On-call and rotating schedule for evenings, weekends, and holidays.

• Explains and obtains patient acknowledgment for all required regulatory documents including but not limited to the HIPAA Facility Directory Form, and CMS MOON, HOON, and IMM notices.

• Obtains information from patient to complete Patient Self Determination Checklist and collects and scans pertinent documents.

• Responsible for obtaining, confirming, and documenting eligibility and benefits, and providing health plan admission notification.

• Responsible for pre-admissions log to include benefits, specialty, and financial clearance.

• Coordinates with bed control on bed availability.

• Collaborates with Transfer Center on all incoming transfers to finalize transfer requests.

• Responsible for processing admissions orders received via in-basket messaging.

• Extensive collaboration with providers, nursing unit, and utilization review department in coordinating admissions.

CTU

• Must possess a good understanding of the unique characteristics and operations of CTU to proficiently support the area.

HOSPITAL BASED CLINIC

• Must possess a good understanding of the unique characteristics and operations of the hospital-based department/clinic/division to proficiently support the area.

PRACTICE BASED CLINIC

• Must possess a good understanding of the unique characteristics and operations of the practice-based department/clinic/division to proficiently support the area.

REMOTE BASED

• Must possess a good understanding of the unique characteristics and operations of remote based call center operations to proficiently support all Front-End Revenue Cycle and Clinical Support remote functions.

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

• High School Diploma or equivalent

• Minimum 3 years of relevant experience required

Knowledge, Skills and Abilities:

• Learning Agility: Ability to learn new procedures, technologies, and protocols, and adapt to changing priorities and work demands.

• Teamwork: Ability to work collaboratively with others and contribute to a team environment.

• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.

• Communication: Strong and clear written and verbal communication skills for interacting with colleagues and stakeholders.

Any relevant education, certifications and/or work experience may be considered.