Job Description

Job Title: Patient Access Specialist I
Job ID: 728769
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: POP15 ORTHO Adult Orthopaedics
Location: 3471 Fifth Avenue, Pittsburgh PA 15213


Job Summary:

Do you have experience with scheduling patient appointments? UPMC is hiring a Patient Access Specialist I to work at our Kaufman Medical Building under the University of Pittsburgh Physicians during standard business hours on Monday through Friday.

In this role, you will serve as the front line resource to coordinate access of the public to our care providers in our Orthopedic Surgery site. This position is in a call center environment which has high call volume. If you feel that you are up for the challenge, apply today!

  • Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
  • Appointment notes are required when scheduling an appointment. Appointment Notes should provide pertinent information regarding the appointment such as: Diagnosis, Surgery date, Insurance participation and physician referral;etc.
  • Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
  • Compile and send new patient packets or flags patient if needs to be completed upon arrival.
  • Coordinate access to care for patients within own department or location.
  • Function at multiple sites as requested by supervisor.
  • Give basic information to patients (directions, parking information, and required preparation for appointment).
  • Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
  • Monitor patient wait list report.
  • Obtain chief complaints in order to schedule appropriately.
  • Review and verify the patient's insurance information.
  • Review, verify and enter the patient's demographic information to ensure data integrity.
  • Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
  • Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
  • Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
  • Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
  • Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
  • Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
  • Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met.
  • Work the overflow call list and Audiocare report.


  • Completion of HS Diploma/equivalent and one year of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting will be considered. 
  • Associates degree and six months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred
  • Must have experience with personal computer based applications, including email and experience with other various office equipment. 
  • Must be able to multitask at a high level. 
  • Able to interact with a variety of external and internal constituents, including patients, patients families, internal physicians, referring physicians or their clinical/office staff, insurance companies, nurses. 
  • Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.  
  • Electronic scheduling system experience is preferred. Must be able to learn and apply third party payer guidelines and reimbursement practices. 
  • Basic knowledge of health insurance preferred. 
  • Must be able to maintain confidential information. 
  • 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: $14.53 to $22.86 / hour

Union Position: No

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