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 I - Remote Opportunity

  • Job ID: 383023114
  • Status: Full-Time
  • Regular/Temporary: Flex
  • Hours: 9:00 a.m. - 5:30 p.m.
  • Shift: Day Job
  • Facility: Pinnacle Health Support Services
  • Department: Patient Access
  • Location: 1200 Camp Hill Bypass, Camp Hill PA 17011
  • Union Position: No
  • Salary Range: $17.51 to $26.31 / hour

Description

Work from home opportunity! Training is in person at the work location in Camp Hill, PA. After 3 months of training, the employee has the ability to work from home. 

Purpose:
The Contact Center Specialist will provide support for the Contact Center Revenue Cycle 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 customer related inquires. Responsible for efficient and courteous resolution to verbal and written inquiries to ensure customer satisfaction while maintaining call servicing and quality standards. Typically, functions under the direction of the Supervisor/Manager.

Responsibilities:

  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity.
  • Answer multi-line telephone system and schedule appointments, contact or page physicians according to department questionnaires, protocols and templates.
  • Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met while still placing the patient with the right sub-specialist whenever possible to avoid return visit to see the correct sub-specialist.
  • Complete follow-up on unpaid account balances.
  • Contact guarantors, third party payors, and/or other outside agencies for payment of balances due.
  • 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.
  • 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.
  • 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, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
  • 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.
  • Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
  • 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.
  • Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable.
  • Assign accounts deemed un-collectible to external collection agencies on a monthly basis.

 

Qualifications

  • High school graduate or equivalent.
  • 2 years customer service experience or call center experience required.
    • OR 1 year health insurance call center and claims adjustments experience required.
  • Detail Oriented.
  • Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices preferred.
  • Must be able to maintain confidential information.
  • Excellent organizational, interpersonal and communication skills.
  • Competent in MS Office/PC skillsMust 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:
Clearances must be dated within 90 days

  • Act 34 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran

COVID-19 Vaccination Information
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.

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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.

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