Job Description

Job Title: Contact Center Specialist I
Job ID: 190001ZO
Status: Full-Time
Regular/Temporary: Regular
Hours: M,W,Fr 800am-430; T;Th 945am-615pm
Shift: Day Job
Facility:
Department: Patient FinancialSupport
Location: 1200 Camp Hill Bypass, Camp Hill PA 17011

Description

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:
  • 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.
  • 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 in accordance with departmental protocols.
  • Review and take action on accounts assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable. 

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:
  • Act 33 with renewal
  • Act 34 with renewal
  • Act 73 FBI Clearance with renewal

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

    Salary Range: $14.46 to $23.38 / hour

    Union Position: No

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