Job Description

Job Title: Customer Care Associate
Job ID: 39241464
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Mon Yough
Department: MH Case Management
Location: 331 Shaw Street, Mckeesport PA 15132


Job Summary:

The Customer Care Associate is responsible for multiple duties that support the efficient operation of Mon Yough Community Services-Behavioral Health Services. These duties are completed in the Mental Health Adult and Drug and Alcohol program.

A Customer Care Associate is responsible for welcoming patients upon arrival, completing registration duties, answering phones, scheduling appointments, verifying insurances and much more.

This candidate will work Monday and Tuesday during the hours of 8:30 AM to 5:00 PM, Wednesday and Thursday 11:30 AM to 8:00 PM and Friday 7:30 AM to 4:00 PM.  The candidate will also have the ability to daylight shifts that work no later than 5:00 PM as they occur.

Are you up for the challenge?

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  • Interviews and registers patients completing Determination of Liability form following Allegheny County guidelines, completing all updates as necessary. Completes new Determination of Liability on yearly basis as required by Allegheny County regulations.
  • Maintains working knowledge of all required computer systems and department policies and procedures.
  • Maintains and updates current information on physician?s and staff?s schedules ensuring that patients are scheduled properly and appointments are confirmed.
  • Assess individual?s need/purpose in calling/walking into office; determine/differentiate if emergency/non-emergency situation and refer to appropriate staff member.
  • Work Batch error handler reports weekly at minimum to ensure transaction completions
  • Provide full range of secretarial and receptionist support services. Follows all HIPPA guidelines with regards to confidentiality. Scan materials in client chart to assure current, accurate information is available; and monitor charts in coordination with the team supervisor, to assure that they are being maintained in accordance with policies and procedures.
  • Schedule appointments, and complete all updates, in PsychConsult according to the templates/departmental scripts. Schedule, cancel and reschedule patient?s appointments. Relay messages to staff and providers. Contact patients to verify or cancel appointments as needed.
  • Gathers information from and provides information to patients and their families. Enter patient information into the computer to initiate a medical record, verify client has MRN #, and to bill.
  • Provide positive, cordial and appropriate front line interactions with all external (patients, family members, healthcare professionals, and vendors) and internal (staff members/service providers) customers..Provide excellent customer service in triaging phone calls, including those from voicemail and answering service, to ensure efficient response from the appropriate staff
  • Actively requests, collects and records patient payments on Share Point. Confirms/verifies insurance benefits with the appropriate carrier via online verification systems or telephone inquiries, including Psych Consult system, and enters appropriate insurance layers.
  • Forward any authorization/insurance issues/concerns to the Department Supervisor and/or the appropriate billing department staff


  • High School Diploma/GED and two years customer service experience; at least one year of experience as an insurance clerk or patient registration in a medical office preferred.
  • Ability to use Microsoft Word, Excel and Internet Explorer
  • Ability to operate basic office equipment including scanning, copying, and faxing Must be available to work evening hours as required
  • Excellent oral and written communication skills required
  • Excellent organizational, time-management, and follow-up skills required
  • Proficient typing skills
  • Basic knowledge of third party health care requirements and reimbursement practices preferred
  • Basic knowledge of medical terminology, CPT codes and ICD-9 codes preferred

Licensure, Certifications, and Clearances:
  • Comprehensive Crisis Management (CCMC)
  • Act 31 Child Abuse Reporting
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $12.93 to $19.68 / hour

    Union Position: No

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