Customer Support Representative Jobs at University of Miami with Visa Sponsorship

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The University of Miami, Bascom Palmer Eye Institute, is seeking a full time Surgery Services Representative 2 in Palm Beach Gardens, Florida.

The Surgery Services Representative 2 oversees and serves as source of knowledge for junior representatives with the goal of ensuring an excellent healthcare experience for patients. Additionally, the incumbent supervises scheduling, reconciliation, and credentialing functions of the department to ensure compliance with guidelines.

CORE JOB FUNCTIONS

• Acquires operating room schedules and reconciles surgical and anesthesia records.
• Verifies insurance information and takes appropriate steps to obtain any missing information.
• Works directly with billing staff and physicians to ensure medical records are complete and in compliance with regulations.
• Maintains an organized record of charges by batching patient records by date of service.
• Responds to and resolves complex customer grievances.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

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

Education:

High School Diploma or equivalent/relevant experience, certification or license

Experience:

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.

DEPARTMENT ADDENDUM

Department Specific Functions

• Establishes and maintains a close collaborative working relationship and open communication with providers, support clinical team, and patients.
• Coordinates and schedules all pre-operative and post-operative visits, and surgical procedures promptly in the system in accordance with complex specialty provider instructions.
• Validates patient identification by obtaining pertinent documents and verifying identity by using two main identifiers, and scanning documents into system.
• Creates a patient identification band for each patient in accordance with patient safety and risk management protocols and validates information when placing the band.
• Interviews patients and verifies demographic and financial registration data in electronic system and makes appropriate changes as necessary including insurance coverage information.
• Conducts critical communication with patients and legal guardian facilitating the understanding of and obtaining signature on legal, ethical, and compliance related documents that must be presented and thoroughly explained to the patient or legal guardian prior to services being rendered.
• Ensures all required documents, consents, implants, or tissues are available prior to procedure.
• Verifies insurance information, obtains benefits, and determines financial classification.
• Reviews and identifies discrepancies in auto generated estimates and creates accurate detailed hospital and professional estimates as needed.
• Explains insurance benefits/coverages, global/flat fee options, and collects co-payments, deductibles, co-insurance, and non-covered amounts for both hospital & professional fees prior to surgery.
• Promptly works all bypass warnings, registration work queues, and Medicare Secondary Payer Questionnaire, if applicable.
• Confirms that Consent for Surgery has been signed by patient and provider and procedure listed is validated against surgery schedule, follows up if necessary.
• Reviews and follows up with appropriate departments to ensure that all pre-op results are available prior to the procedure.
• Orders, creates purchase orders, and keeps track of implants or tissues needed from external vendors, as needed.
• Arranges for bed assignment or transfer, if applicable.
• Works with healthcare team to resolve unique situations and troubleshoot issues.
• Meets established individual and departmental key performance indicator goals: Co-pay, Previous Balances, Estimate Collections, Patient Satisfaction, Accuracy Rates, and Processing Time.
• Responds to and resolves complex scheduling and billing inquiries, and patient grievances.
• Cross trained and able to float and cover other surgery specialties.
• Serves as subject matter expert for the surgery specialty.

Department Specific Qualifications

Education:

High School diploma or equivalent

Experience:

Minimum 3 years of relevant experience

Knowledge, Skills and Attitudes:

• Ability to establish and maintain effective working relationships with providers, clinical support staff, and patients.
• Outstanding interpersonal skills with a commitment to service excellence.
• Ability to analyze, organize and prioritize work under pressure while meeting deadlines.
• Ability to handle multiple tasks, software systems, and technologies simultaneously.
• Knowledge of generally accepted accounting procedures and principles.
• Proficient in relevant estimate software tools and creation of estimates.
• Knowledge of health care regulatory guidelines and compliance requirements.
• Ability to handle multiple tasks, software systems, and technologies simultaneously.

The above statements are intended to describe the general nature and primary responsibilities of this job classification. Specific duties and tasks may vary based upon departmental needs. Other duties may be assigned to the above consistent with the knowledge, skills, and abilities required for the job. This is a job profile description and not all duties may be assigned to a specific position in each individual department.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the groundbreaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status:

Full time

Employee Type:

Staff