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The UHealth Connect Department is thrilled to present an incredible opportunity for a dedicated Contact Center Associate 1 (Remote). In this pivotal role, you will be integral to the UHealth Connect Contact Center, championing initiatives that promote a culture of empathy, exemplary service, and patient-centered care that enhances the overall patient experience across the UHealth System. Our team thrives on collaboration, as we believe that working harmoniously towards a shared mission of patient care leads to the best outcomes. If you are passionate about teamwork and service excellence, we invite you to apply!

As a Contact Center Associate 1, you will be the first point of interaction for patients seeking to schedule and register for appointments within the University of Miami Health System. This role requires proficiency in the EPIC scheduling system to efficiently locate appointments across a variety of physicians, resources, specialties, and locations. Your medical triage expertise and understanding of insurance requirements will ensure that patients are directed to the right provider at a convenient time, all while supporting the medical school’s vision and mission to deliver unparalleled medical care.

• Offer comprehensive information about the services provided by the University of Miami Health System to patients and colleagues in the healthcare community.

• Manage the scheduling and thorough registration of patients requesting appointments, meticulously adhering to policies and guidelines to uphold the highest standards of quality service.

• Initiate the pre-registration process and collaborate with the Central Insurance Verification and Patient Access teams to ensure smooth pre-registration prior to appointments. Confirm that all patient demographic and insurance details are accurate and up to date.

• Conduct insurance verifications and benefits checks, including for urgent appointments.

• Ensure compliance with HIPAA regulations regarding patient privacy and confidentiality.

• Facilitate the seamless movement of patients through the medical care process.

• Inform patients about necessary details concerning their appointments and payment policies, including medical records, parking options, anticipated charges, and the cancellation policy.

• Act as a liaison for patients, physicians, and staff to enhance the care experience, identifying potential issues and proactively resolving them.

• Maintain a solid understanding of medical symptoms, signs, and anatomical systems to appropriately assess types and urgencies of medical needs.

• Stay informed about insurance referral requirements to facilitate access based on reimbursement criteria.

• Notify relevant parties of appointment times, referral criteria, insurance verifications, and authorization prerequisites.

• Perform all responsibilities with an emphasis on detail and outstanding customer service, adhering to the Standard of Excellence and Accountability policy of the University of Miami Miller School of Medicine.

Please note that this list of responsibilities is not exhaustive and may expand to accommodate additional duties as needed.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent is required.

• A minimum of 1 year of relevant experience in healthcare and/or customer service is required.

• Attention to detail and accurate documentation are essential skills.

• Exceptional customer service, interpersonal, communication, critical-thinking, and problem-solving abilities.

• Proficiency in computer applications is needed; experience with EPIC scheduling systems is a plus.

• Strong written and verbal communication skills; bilingual candidates (Spanish, Creole) are encouraged to apply.

• A friendly demeanor and pleasant speaking voice are necessary.

SKILLS AND ABILITIES:

• Capacity to thrive under pressure while maintaining composure and empathy towards each patient’s unique circumstances.

• Ability to work independently and manage multiple tasks in a fast-paced environment, including planning, coordination, and troubleshooting.

• Skill in engaging and assisting patients from diverse backgrounds and with special needs, fueled by a commitment to providing exceptional service.

• Effective communication with physicians and healthcare professionals.

• Willingness to participate in a collaborative team environment.

A combination of relevant education, experience, and certifications may be considered for applicants.

The University of Miami offers competitive salaries alongside a rich assortment of benefits, including medical, dental, tuition remission, and more.

As South Florida’s sole university-based health system, UHealth-University of Miami Health System stands at the forefront of patient care, driven by transformative research and medical education at the Miller School of Medicine. We take pride in serving South Florida and beyond, with over 100 specialties and sub-specialties, and over a million patient interactions each year. Our commitment to excellence is recognized globally in teaching, research, and patient care. Join us for an exciting career journey.

Patient safety is our top priority. During the flu season (September to April), all employees providing ongoing services to patients, working in locations where patient care occurs, or in clinical areas must receive an annual influenza vaccination. Non-compliance may result in employment termination.

The University of Miami is an Equal Opportunity Employer. We encourage applications from women, minorities, protected veterans, and individuals with disabilities. Applicants and employees are safeguarded against discrimination in line with federal laws. Click here () for further details.

Job Status:

Full-time

Employee Type:

Staff

Pay Grade:

H2