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For more information about UPMC's response to COVID-19, please visit upmc.com/coronavirus.

Job Description

Job Title: Central Scheduling Rep
Job ID: 742146159
Status: Full-Time
Regular/Temporary: Regular
Hours: 8:00 AM - 4:30 PM
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 Representative. 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:
Clearances must be dated within 90 days

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

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $14.69 to $23.38 / hour

    Union Position: No

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    At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

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    DIGNITY & RESPECT
    CARING & LISTENING
    RESPONSIBILITY & INTEGRITY
    EXCELLENCE & INNOVATION

    UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.


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