Job Description

Job Title: Contact Center Specialist I (Customer Service)
Job ID: 180000KJ
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility:
Department: Rev Cyc Contact Ctr
Location: 380 East Bayfront Parkway, Erie PA 16507

Description

Job Summary:


Do you have experience handling inbound calls?  If so, apply to take the next step in your career!  UPMC Corporate Services is hiring full-time Contact Center Specialist I's for our Erie location. These positions will mainly work daylight hours.


In this role, you will serve as the first line of contact for the patient. The Contact Center Specialist I acts as an advocate for patients by providing guidance, interpretation and education on scheduling, registration, billing, claim status, and various customer related inquires. 

A great perk includes work from home options, which become available based on employee performance, usually within six months of hire! 

If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply online today!


Responsibilities:

  • Answer multi-line telephone system and schedule appointments, contact or page physicians according to department questionnaires, protocols and templates.  
  • Understand UPMC same day acess requirement and work to ensure guidelines are met while placing the patient with the right sub-specialist whenever possible to avoid return visit to see the correct sub-specialist.
  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity.
  • Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.
  • Demonstrate the ability to understand the reason for a consumer referral call. Use decision making ability to appropriately refer a physician, class or program to meet the consumer's needs.
  • Demonstrate the ability to understand the reason/needs for the patient or clinicians call and apply the decision making ability to page or contact the appropriate physician to meet the patient's needs.
  • Document all actions taken on a patient account. Review on-line account history and EOB's to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
  • Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitors payments for consistency and timeliness. Counsel patients on various local, state and federal agencies, which may be available to assist with funding of health care.
  • Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring balance to zero. Adhere to Fair Debt Collection Practices Guidelines and understands the laws and regulations applicable to job functions.
  • Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.

Qualifications

  • High school graduate or equivalent is required.
  • Two years of customer service experience or call center experience required or one year of health insurance call center and claims adjustments experience is required. 
  • Detail oriented. 
  • Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices is preferred. 
  • Must be able to maintain confidential information.  
  • Excellent organizational, interpersonal and communication skills. 
  • Competent in MS Office/PC skills.
  • Must be able to make appropriate decisions based on the circumstances as well as established protocols.  
  • Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances

Licensure, Certifications, and Clearances:

  • Act 34 Criminal Clearance


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

Salary Range: $12.40 to $18.88

Union Position: No

At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

QUALITY & SAFETY
DIGNITY & RESPECT
CARING & LISTENING
RESPONSIBILITY & INTEGRITY
EXCELLENCE & INNOVATION

UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.



Now more than ever, YOU can help us shape our communities and UPMC into a better place for everyone to work, study, play, and thrive.

Learn more about working here and check out our policies and recent updates.

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