Contact Center Associate 3 (H)

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The UHealth Connect department has several exciting opportunities for a Contact Center Associate 3 (CCA3).  The Contact Center Associate 3 supports functions that assist in creating and driving a culture of empathy, service excellence and delivery of patient centered care that impacts the patient experience across the UHealth System. The incumbent is responsible for providing feedback on daily registration processes and staffing issues to the Patient Access Supervisor.  Serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures.  Assists supervisor with staffing, report reconciliation, coaching process, and other duties as assigned.  This position  involves the delivery of  courteous and efficient service to patients, accurate documentation and verification of patient registration information, and professional and timely communications with physicians, medical staff, and administrators.  His/her success in this position requires the ability to utilize the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties and sites while utilizing expertise in medical triage and understanding of government and commercial insurance requirements to patients are scheduled with the appropriate provider within a convenient time frame. 

Minimum Requirements:

• High School diploma or equivalent.
• Three years of health care experience, preferably in a teaching hospital, in healthcare administration, social work, patient navigation/advocacy/relations, registration, admitting, health insurance and/or billing and collections.

Knowledge, Skills and Attitudes:

• Must be diplomatic and be able to use discretion with patient
• Possess knowledge of medical terminology.
• Possess knowledge Medicare, Medicaid, and HMO, PPO, Exchange plans etc.
• Must be detail oriented and document information as required and accurately
• Must have demonstrated leadership skills and willingness to help other team member
• Ability to work under a high level of stress with time constrains while maintaining composure and sensitivity to each patient’s individual situation.
• Excellent customer service, interpersonal, communications, critical thinking and problem-solving skills.
• Ability to work independently and multi-task in a high stress environment, including planning, prioritizing, organizing, coordinating, and troubleshooting.
• Ability to interact and assist patients of all ages, cultural background and with special needs; with a passion for providing excellent service and care
• Computer literate (EPIC scheduling and registration application experience a plus).
• Strong written and oral communication skills; bi-lingual a plus
• Ability to communicate effectively with physicians and professional staff.
• Pleasant personality and speaking voice essential
• Able to work in a team environment.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

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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 ground breaking 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.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

H4