Job Description

Job Title: Contact Center Specialist I
Job ID: 58681082
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: Univ. of Pgh Physicians
Department: 65550 POP15 ORTHO Adult Orthopaedics
Location: 3471 Fifth Avenue, Pittsburgh PA 15213

Description

Do you feel comfortable talking on the phone? Are you looking for a way to help patients? If so, apply to take the next step in your career! The University of Pittsburgh Physicians are looking to hire full-time Contact Center Specialists to help support their scheduling line for Adult Orthopaedics. This position will work Monday through Friday 8:00 AM to 4:30 PM out of the Kaufman Medical Building in Oakland.

In this role, you will serve as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance and scheduling needs. 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. 
  • 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.
  • 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.
  • Document all actions taken on a patient account. 
  • 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.
  • Two years customer service experience or call center experience required. OR one 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 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:

UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $15.02 to $23.54 / hour

Union Position: No

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