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UPMC continues to comply with governmental guidance related to local, state, and federal COVID-19 vaccination for employment. All employees and affiliated staff of UPMC entities are considered essential health care workers and will be accountable to follow the Centers for Medicare & Medicaid Services (CMS) federal vaccine mandate. To be compliant with the federal mandate, employees must complete the approved vaccination dosage regimen currently defined by the federal government. Compliance with the federal mandate is encouraged before hire. Medical and religious exemption requests may be submitted for consideration.

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

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Contact Center Specialist I (Customer Service, Scheduling)

  • Job ID: 180001GR
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Revenue Cycle
  • Department: Rev Cyc Contact Ctr
  • Location: 2 Hot Metal Street, Pittsburgh PA 15203
  • Union Position: No
  • Salary Range: $14.53 to $22.86 / hour

Description

Job Summary:


Do you have experience handling inbound calls and scheduling patient appointments? If so, apply to take the next step in your career! 


UPMC Corporate Services is hiring full-time Contact Center Specialist I's to help support various departments at the Quantum One building in the South Side. Available shifts will start as early as 7:00 AM and end by 7:00 PM, Monday through Friday. 

A great perk includes work from home options! Work from home is available after your training is complete, occurring around four to six months.

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. 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.
  • Complete follow-up on unpaid account balances. Contact guarantors, third party payors, and/or other outside agencies for payment of balances due.
  • Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.
  • needs and allow for appropriate scheduling to a specific physician or specialty.
  • 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.
  • Ensure effective communication and call escalation to appropriate personnel; includes thorough and accurate documentation of telephone encounter.
  • Ensure effective communication to patients regarding scheduling and call details, give basic information to patients (directions, parking information, and required preparation for appointment).
  • 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.
  • Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
  • Maintain performance at or above established benchmarks for: Quality Assurance. Average Call Handling Time, Schedule Adherence and Telephone Aux usage.
  • Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
  • 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 uncollectible to external collection agencies on a monthly basis.

Qualifications

• High school graduate or equivalent is required. 
• Two years customer service experience or call center experience required OR one year health insurance call center and claims adjustments experience required is required. 
• Prior phone or call center experience is preferred.

• Strong customer service experience is preferred.

• Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices preferred. 
• Must be able to maintain confidential information. 
• 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

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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