Job Description

Job Title: Central Scheduling Rep
Job ID: 190002S0
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility: UPMC Pinnacle Hospitals
Department: Central Scheduling
Location: 3 Walnut Street, Lemoyne PA 17043

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.

Salary Range: $14.46 to $23.38 / hour

Union Position: No

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