Description
Our team is growing and we have a variety of opportunities available for Central Scheduling Rep. If you’re passionate about patient care and looking for a career that offers great benefits and plenty of room for growth, we invite you to explore this opportunity today!Responsibilities:
- Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
- Obtain chief complaints in order to schedule appropriately.
- Coordinate access to care for patients within own department or location.
- 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).
- Review and verify the patient's insurance information.
- Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
- Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
- Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.
- Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
- Review, verify and enter the patient's demographic information to ensure data integrity.
- Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
- Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
- Give basic information to patients (directions, parking information, and required preparation for appointment). Function at multiple sites as requested by supervisor.
- Compile and send new patient packets or flags patient if needs to be completed upon arrival.
- Monitor patient wait list report.
- Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met.
- Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
Qualifications
- Completion of HS Diploma/equivalent and 1 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 6 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:
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities
Total Rewards
More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.
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.