Contact Center Specialist, Senior – Full-Time, Pittsburgh

Join our team of Life Changers!

UPMC is hiring a full-time Contact Center Specialist, Senior to support their Physician Services team.

Shift/Hours: Monday – Friday 8:00am-4:30pm. No weekends or holidays. 

This role will become remote after orientation/training is completed.

Excellent benefits, a pleasant work environment, and a friendly team are just a few of our perks. Apply today!

Purpose:
The Contact Center Specialist will support the Contact Center activities by serving as the first line of contact for the patient. The Contact Center Specialist advocates for patients by providing guidance, interpretation, and education on scheduling, registration, billing, claim status, and other patient-related inquiries. Responsible for the efficient and courteous resolution to verbal and written inquiries to ensure internal and external patient satisfaction while maintaining call servicing and quality standards. Typically, functions under the direction of the Supervisor/Manager. 

Responsibilities:

• Answer multi-line telephone system, with a clear focus on patient satisfaction and first-call resolution while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized.
• Redirect telephone calls and takes messages, when appropriate, interacting with the staff and leadership of other departments when necessary.
• Review, verify, and enter the patient’s demographic, financial, and insurance information to ensure data integrity.
• Enters or updates information in Epic accurately, verifies, and revises existing information on patients who have not been interviewed within the past 30 days.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Follow up on any incomplete or inaccessible information to ensure a completed record.
• Obtains, verifies, and corrects registration information of new and existing patients.
• Mail new patient packets prior to scheduled appointments and handle medicine refill requests.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointments), billing, claims, and various patient-related inquiries.
• Identify and take action to address patient concerns by utilizing effective decision-making skills to know when to handle the call, send the call to in-house clinical staff, or send the call to the physician’s office to meet the patient’s needs.
• Research, resolve, and respond to email, web, and telephone billing inquiries from patients and insurance carriers per departmental protocols.
• Complete follow-up on unpaid account balances.
• Contact guarantors, third-party payors, and/or other outside agencies for payment of balances due.
• 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.
• Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure the lowest number of days possible on accounts receivable.
• Assign accounts deemed un-collectible to external collection agencies on a monthly basis.
• Document all actions taken on a patient account.
• Review online account history and EOBs to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
• Identify and take action toward the resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring the balance to zero.
• Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions.
• Assist patients that call with access issues for their MyUPMC account, telemedicine visits or any other on-line access concerns.
• Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.
• Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.
• Senior Specific Duties:
  • Additional Pods, modalities, physicians
  • Answer questions from other agents
  • Actively participate in patient service recovery scenarios
  • Identify and escalate access issues and/or challenges to Access leadership team
  • Participate in side-by-side training