Job Description

Job Title: Concierge Coordinator
Job ID: 667313
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift:
Facility:
Department: POP00 OPR
Location: 3600 Forbes Ave, Pittsburgh PA 15213

Description

Job Summary: 

University of Pittsburgh Physicians is hiring a Concierge Coordinator to support the OPR Department located in Forbes Tower in Oakland. The position will work varying shifts and requires availability to work daylight, evening, and overnight shifts in addition to rotating weekends and holidays.

The Concierge Coordinator will serve as a representative of a 24/7 customer service center intended to enhance the relationship with referring physicians. This position will support the functions of the MedTrak / Health Trak system in
addition to the support of all programs within the integrated medical call center. Utilizing the online resources of the various electronic health record components, the Concierge Coordinator will serve as the primary contact for physicians requesting follow-up information on their patients, assist in after hours scheduling with specialists and to provide the requested information to authorized personnel the same day of the request. 

Responsibilities:

  • After verifying physician-patient relationship, provides the referring physician with requested medical record information, accessing appropriate hospital-based systems (Cerner, Powerchart, MARS, Medipac, etc.) as required or refers to HIM Department if required. Documents all interactions in the departmental database.
  • Demonstrates skills required for success in a mission-critical contact center environment including making sound judgements under pressure; assimilating a wide variety of information; maintaining knowledge or the ability to access a wide variety of necessary information and ensuring that all calls are recorded for the purposes of risk management and senior management review.
  • Demonstrates the ability to perform and document completion of ancillary tasks including changes of attending physician; management of organ donation offers from external networks; mortality notifications; witness autopsy authorizations, etc.
  • Demonstrates the ability to perform the duties of the PARC Dispatcher position as assigned. Coordinates non-emergency medical transports both utilizing ECIN or manual processes; verifies appropriate insurance coveraged as required; utilizes prescribed EMS agencies and documents all transports according to protocol.
  • Ensures the integrity of physician contact data as well as data relative to physician-patient relationships in the Medipac professional master file and Enterprise Physician Contact Database as well as through daily review and modificantion of the Cerner patient list.
  • Provides First Level Technical Support to users of the MedTrak/HealthTrak system through the use of online resources available. All interactions are appropriately documented in the database and issues are escalated to Second Level Support as appropriate.
  • Utilizes prescribed Patient Ambassador Certificate (PAC) behaviors during interactions with callers. These include recommended greetings and closings; appropriate fact finding to determine needs and the ability to control and manage the interaction with the caller.

Qualifications

  • High school diploma or equivalent required. 
  • Three years of experience with the public in a customer service and/or healthcare setting required. 
  • Strong interpersonal and communications skills. 
  • Knowledge of medical terminology and UPMC physicians or services is preferred. 
  • Computer literacy/data entry skills in a windows driven computer environment; experience with the world wide web, fax machines, photocopiers and other means of communications is preferred. 
  • Professional telephone skills, answering and processing calls through a PBX system with the ability to handle the stress of a busy 24 hour call center. 
  • Typing and communications skills to effectively handle requests.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $14.12 to $22.16

Union Position: No

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