Role Description Responsible for accurate and complete patient accounts based on departmental protocol, policies and procedures, and compliance with regulatory agencies, to include but not limited to pre-admission, admission, pre-registration and registration functions. Ensure all insurance requirements are met prior to patients' arrival, and inform patients of their financial liability. Arranges payment options with the patients and screens patients for government funding sources. This position has high customer service with our payors and physicians by phone and requires excellent customer service skills. This position is very similar to the Financial Care Counselor. This position completes all preliminary work. The Financial Counselor completes the work when the patient arrives. Work Performed - Analyze insurance coverage and benefits for service to ensure timely reimbursement. - Obtain all PAC and/or authorizations as appropriate. - Facilitate referral to Financial Services for payment sources for uninsured patients. - Determine if patient's condition is the result of an accident, performing complete research to determine the appropriate source of liability/payment. - Schedules and pre-register patients, correcting as necessary all patient demographic and financial data. - Resolve insurance claim rejections/denials and remedy expediently. - Call patients to remind them to bring balances due, co-pays, co-insurance and deductible. - Evaluate diagnoses to ensure compliance with the Local Medicare Review Policy. - Perform those duties necessary to ensure all accounts are processed accurately and efficiently. - Promote and maintain excellence in customer service. - Explain billing to patients according to PRMO credit and collection policies, when discussing insurance with patients. - Implement appropriate collection actions and assist financially responsible persons in arranging payment. - Make referral to Financial Services Representative for counseling. - Determine necessity of third party sponsorship and process patients per policy and procedure. - Examine insurance policies and other third party sponsorship materials for sources of payment. - Inform attending physician of patient financial hardship. - Update the billing system to reflect the insurance status of the patient. - Provides timely and effective customer service to internal customers. - Assist with departmental coverage as requested. - Obtain authorizations based on insurance plan contracts/guidelines, document in billing system per policy and procedure. - Enter and update referrals as required. - Communicate with insurance carriers regarding clinical information requested and to resolve issues relating to coverage and payment for specific patients and benefits. Qualifications - Excellent communication skills, oral and written. - Ability to analyze data, perform multiple tasks and work independently. - Must be able to develop and maintain professional, service-oriented working relationships with patients, physicians, co-workers and supervisors. - Must be able to understand and comply with policies and procedures. Requirements - Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education preferred. - Two to five years experience working in hospital access, physician office or billing and collections or an equivalent combination of relevant education and/or experience. - None required for degrees, licensures, certifications. Company Description Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status. Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values. Essential Physical Job Functions Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Role Description The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Contact Center Associate 3 position to work remotely. Contact Center Associate 3 serves as Team Lead providing assistance to staff level employees as necessary to ensure compliance with department policies and procedures. 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. - Utilizes the EPIC scheduling system to search for appointments across multiple physicians, resources, specialties, and sites. - Utilizes expertise in medical triage and understanding of government and commercial insurance requirements to ensure patients are scheduled with the appropriate provider within a convenient time frame. - Supports the medical school’s vision, mission, and goals. Qualifications - High School diploma or equivalent - Minimum 3 years of relevant experience - General knowledge of office procedures and operations - 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 lead, motivate, develop and train others - Ability to process and handle confidential information with discretion - Skill in completing assignments accurately and with attention to detail - Any relevant education, certifications and/or work experience may be considered Requirements - Serves as team lead and/or subject matter expert in support of the Manager and Supervisor - Acts as the first point of escalation process for agents as well as customers; handling complaints, questions and queries as necessary - Ensures that team members follow their schedules properly as designed - Assists team supervisor with the direction of daily duties and communication so that calls are answered in a timely, efficient and knowledgeable manner - Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling - Ensures a safe and harmonious working environment for all other team members and delegates duties to all team members as needed - Contributes to special or ongoing projects and assignments that are important to area/process improvement - Provides support across all services within their assigned team - Delivers a high level of patient service, with consistent levels of quality and productivity - Supports their team by serving as subject matter expert in support of their peers - 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 Benefits - Competitive salaries - Comprehensive benefits package including medical, dental, tuition remission and more Company Description 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

• Manages all aspects of call center activities in support of the program • Ensures service delivery and contract deliverable execution • Develops and implements strategies to meet the programs goals and objectives • Monitors Contact Center performance metrics and operational KPIs • Identifies trends, issues, and opportunities for improvement • Establishes and maintains quality assurance programs • Collaborates with external vendors and partners

Role Description As a Benefits Call Center Representative, you’ll support employees by answering incoming calls and helping them understand their healthcare, retirement, and other benefit options. You’ll handle a steady call volume while navigating multiple systems and may also assist with back-office tasks like claims processing and general administrative work. Your strong communication skills, reliability, and ability to deliver excellent customer service will help create a positive experience for every caller. Qualifications - Previous call center experience with high-volume calls - Experience with healthcare or employer benefits (highly preferred) - Keyboarding and MS Office proficiency - Basic computer knowledge (command prompts, shortcuts, troubleshooting) - Excellent verbal and written communication skills - Strong problem-solving skills - Ability to multitask effectively - Ability to work independently with minimal supervision - High school diploma or GED - Successful background check & drug test (includes education and employment verification) - Must be 18 years of age or older Requirements - Help participants understand plan options and provisions - Respond to client inquiries via phone and web - Complete customer-related transactions with limited supervision - Meet accuracy and timeliness standards - Document calls thoroughly in the case management system - Complete callbacks promptly and escalate when necessary - Follow call center policies, procedures, and performance metrics - Provide guidance on required forms and next steps - Perform additional duties as assigned - Comply with all company policies and standards Benefits - Training Schedule: 8-10 weeks, Monday - Friday 8:30 AM - 5:30 PM EST - Production Schedule: Monday - Friday | you will be scheduled for a shift between 8:00 AM - 6:00 PM EST - Pay: $16/hour – please note this rate may be below your state’s minimum wage - Growth opportunities! - Health benefits for you and your family, including medical, dental, and vision, starting on day 1! - Estimated salary range for this role is $32,760 - $40,950