COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit UPMC.com/coronavirus.

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Contact Center Specialist

  • Job ID: 795714511
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8 a.m. to 4:30 p.m. & 9:45 a.m. to 6:15 p.m.
  • Shift: Day Job
  • Facility: UPMC Pinnacle
  • Department: Patient FinancialSupport
  • Location: 1200 Camp Hill Bypass, Camp Hill PA 17011
  • Union Position: No
  • Salary Range: $17.51 to $26.31 / hour

Description

Our team is growing and we have a variety of opportunities available for Contact Center Specialist 1! If you're passionate about customer service, are comfortable working in a call center, and looking for a career that offers great benefits and plenty of room for growth, we invite you to explore this opportunity today!

Purpose:
The Contact Center Specialist will provide support for the Contact Center activities by serving as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation and education on scheduling, registration, billing, claim status, and various patient related inquires. Responsible for 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.

Position works at location for the first year, position transfers to work from home for those who perform well.

Responsibilities:

  • Resolves patient complaints and answer patient inquiries using knowledge of billing regulations for third party payers, and explaining why or how the insurances deny or pay certain charges.  
  • Resolves billing issues within the Epic system. 
  • Researches and communicates with the departments throughout UPMC to resolve patient concerns regarding billing issues.
  • The ability to understand and explain the differences between inpatient, outpatient and observation billing.
  • Provides customer service for patients or their representatives, which can include why there were changes to their outstanding balances.
  • Determine appropriate need for account adjustments to be performed in accordance with department policy.
  • Provides customer service including but not limited to physician offices, the emergency room and/or secondary billing companies.
  • Process patient payments.
  • Setting up payment arrangements with third party vendor including the review of balances, explaining payment programs, determining payment amounts and terms utilizing a monthly payment calculator.
  • Ability to understand bad debt accounts.
  • Ability to understand financial aid assistance and answer questions on financial aid applications.
  • Ability to understand estimates to clearly explain the reason why a bill is received when a payment was taken previous to the service.
  • 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 guidelines and understand the laws and regulations applicable to job functions.
  • Research, resolve and respond to email, web and telephone billing inquiries from patients in accordance with departmental protocols.
  • Demands and mails copies of patient bills upon request.
  • Process miscellaneous correspondence -- update accounts with new or corrected billing information for claim submission.

Qualifications

  • HS Diploma or equivalent
  • 1 year general customer service experience

**Rates will vary based on experience**


Licensure, Certifications, and Clearances:

  • Act 34 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct

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