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Administrative Specialist II - Congenital Heart Center

Employer
University of Florida
Location
Main Campus (Gainesville, FL)

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Job no: 516550
Work type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Administrative/Professional, Business/Accounting/Finance, Health Profession
Department:29092500 - MD-COGNITAL HRT CTR EXCELLENCE

Classification Title:

Administrative Specialist II

Job Description:

The Administrative Specialist II is a highly responsible position within the Congenital Heart Center. This position works closely with Administrator on leading the operational supervision of the Congenital Heart Center’s customer service and new patient referral team, including all aspects of team personnel supervision. As the first point of contact for patients, the team is responsible for providing quality customer service, producing accurate referrals records, scheduling provider appointments and assisting with ancillary test scheduling. Team interactions set the stage for a positive visit for patients. The team is a rapidly growing along with the Center and the Administrative Specialist must be dedicated to building and maintaining positive relationships within the team, as well as develop and maintain relationships with department physicians as well as other physicians within UF Health and the Gainesville community.

Responsibilities to include:

Operational management of the Congenital Heart Center Customer Service and Referral Process in coordination with the Administrator.

  • Provides supervision and direction of the scheduling and referral activities in coordination with the Administrator
  • Identifies needs and develops and presents plans for operational improvements to address needs and maximize the efficiency and accuracy of services provided
  • Recommends operational changes and facilitates policy and procedural changes as needed. Responsible for implementation of policy and procedural changes in area
  • In coordination with Administrator, recommends process changes to improve workflow and patient experience
  • Establishes and maintains protocols for all workflow processes, in coordination with the Administrator
  • Continued development of the team training
  • Assures all department policies and procedures are followed
  • Monitors all work queues (EPIC and Fax) to ensure adherence to 24 hour contact standard; monitors for completion and closure
  • Assures appropriate staffing levels and phone coverage
  • Works closely with clinic supervisor, physicians and clinical service representatives (CSRs) to ensure team goals and processes support overall patient care needs
  • Furnishes accurate data collection and retrieval of information for reporting purposes
  • Ensures all new clinic appointments are scheduled according to physician protocols and ensures employees are update with any protocol changes
  • Responsible for maintaining excellent and productive relationships with referring physicians
  • In coordination with the Administrator, keeping self and team up to date on all aspects of Shands hospital, FGP (Florida Group Practice) managed care contracting and carrier contacts; works closely with Managed Care to address questions/concerns
  • Ensures patients are notified prior to scheduled appointment of any changes in insurance co-payments owed at clinic visit
  • Ensures team understand and adheres to HIPPA

Personnel of the Congenital Heart Center Customer Service and Referral team

  • Responsible for all aspects of staff management including, but not limited to:
    • Recruitment in coordination with College of Medicine, Human Resources and the Administrator
    • Hiring and onboarding in coordination with College of Medicine, Human Resources
    • Training
    • Coaching and feedback
    • Tracking attendance
    • Employee relations actions in coordination with the Administrator, College of Medicine, Human Resources team (COM HR team) and UF Human Resources-Employee Relations
    • Terminations
  • Team Engagement
    • Develop professional, positive and meaningful relationships with staff
    • Frequent and professional communication with team members and encouraging two-communication; practice active listening
    • Facilitate regular team meetings
    • Be creative in finding ways to promote and recognizing teamwork
    • Support training and development of employees
    • Work with Administrator to create a reward and recognition program for team

Oversight of a team quality and evaluation process

  • In partnership with the Administrator, develop quality metrics (customer service, incoming request to seen and work product accuracy)
  • Administration of quality program
  • Actively monitor live calls for quality assurance and provide feedback
  • Monitors customer service relations as evidences by feedback from patients and referring physicians

Referral intake/processing

  • Gathers patient information via phone or fax referrals.
  • Accurately enters information into EPIC, obtains necessary insurance verifications and schedules patient appointment.
  • Provides quality customer service to patients, shows appropriate empathy and adheres to HIPPA regulations.

Support human resources processes

  • Process human resource transactions including payroll, lump sum payments, additional pay, leave of absences, leave cash outs, terminations, FTE changes, special pay increases, position description updates, administrative supplements, etc.
  • Prepare all documentation for posting vacant positions. Upon approval create job postings and manage applicant pool with hiring manager. Schedule interviews as needed.
  • Follows University of Florida, College of Medicine, and Congenital Heart Center policies and procedures.
  • Serves as the Department Partner for CHC with the College of Medicine- Human Recourses. Contacts with COM HR team regarding employee relations or other complex human resource issues as directed by Administrator.

Professional development

  • Maintains professional standards by participating in training and seminars; remains current on changes in policies and protocols in UF Health

Expected Salary:

$45,000 - $55,000

Minimum Requirements:

Bachelor's degree and three years of relevant experience; or an equivalent combination of education and experience.

Preferred Qualifications:

  • Prior call center experience, preferable call center management experience
  • 3+ years working in a healthcare environment
  • Experience establishing and monitoring quality metrics
  • EPIC experience
  • Knowledge of insurance payer specifications
  • Advanced communication skills and ability to develop and maintain productive, professional relationships
  • Knowledge of medical terminology

Special Instructions to Applicants:

In order to be considered, you must upload your cover letter, resume, and contact information for three professional references.

The University of Florida is committed to non-discrimination with respect to race, creed, color, religion, age, disability, sex, sexual orientation, gender identity and expression, marital status, national origin, political opinions or affiliations, genetic information and veteran status in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.

This is a time-limited position.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

Health Assessment Required:

No

Advertised: 04 May 2021 Eastern Daylight Time
Applications close: 16 May 2021 Eastern Daylight Time

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