Patient Access Associate - Doral
University of Miami

Doral, Florida


Current Employees:

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The University of Miami Health System at Doral has an exciting opportunity for a full-time Patient Access Associate with a hire date of June, 2024.

The University of Miami Health System will soon open the second phase to our state-of-the-art facility in Downtown Doral that serves as a western hub for our distinguished regional network of ambulatory services. This 160,000 square foot expansion will continue to bring world-class academic medicine, cutting-edge technology, and innovative treatment options to the rapidly growing Doral community. UHealth at Doral will have services through the Sylvester Comprehensive Cancer Center, Bascom Palmer Eye Institute, and the Desai Sethi Urology Institute, as well as specialties such as cardiology, endocrinology, otolaryngology, gastroenterology, dermatology, and more. The expansion will provide residents with innovative, specialized medical services in the heart of their community. Once complete, UHealth at Doral will have 8 operating rooms, 3 endoscopy procedure rooms, 33 cancer treatment bays, over 60 multidisciplinary exam rooms, and supporting ancillary services like imaging, lab, and respiratory therapy. UHealth at Doral will open in September, 2024.

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 Job Functions:

  • 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.

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

Experience:

Minimum 1 year of relevant experience

Knowledge, Skills and Attitudes:
  • Ability to communicate effectively in both oral and written form
  • Ability to handle difficult and stressful situations with professional composure
  • Ability to maintain effective interpersonal relationships
  • Ability to recognize, analyze, and solve a variety of problems
  • Ability to exercise sound judgment in making critical decisions
  • Ability to analyze, organize and prioritize work under pressure while meeting deadlines
  • Ability to work evenings, nights, and weekends as necessary

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.

Department Specific Qualifications

Education:

High School diploma or equivalent

Experience:

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.
  • Onsite presence is required to fulfill role regarded as vital in the delivery of healthcare services regardless of environmental conditions.
  • Adherence to punctuality and attendance standards, remaining flexible to meet departmental needs and ensure appropriate clinic flow.
  • Ability to navigate multiple systems and independently service patients promptly in a fast paced, constantly changing environment.
  • Knowledge of health care regulatory guidelines and compliance including but not limited to: OSHA, HIPAA, JC, AHCA, EMTALA, and CMS.
  • Ability to recognize, analyze, solve, and de-escalate issues that may arise during workday by applying sound judgement and critical thinking.
  • Strong telephone contact handling skills and active listening.
  • Ability to adapt/respond to different types of situations and personalities.
  • Excellent communication and presentation skills.
  • Ability to prioritize and manage time effectively.

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:
H2



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