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   Current UPMC employees must apply in HR Direct

Central Schedule Representative

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!

Purpose:
Typically, function under the direction of the Supervisors/Manager responsible for Patient Access. Schedule appointments for UPMC Horizon and the UPMC Woman Care Center. Serve as front line resource for PSD Departments to coordinate access of external public to our care providers.

Responsibilities:
  • Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
  • Provide clarification on care option locations for patients within own department or location.
  • Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
  • Knowledgeable about various reasons for patient calls such as appointment questions, preparation for upcoming appointment, location, time and date of upcoming appointment.
  • Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
  • Obtain specific diagnosis in order to schedule appropriately.
  • Review and verify the patient's insurance information.
  • Take responsibility to escalate to appropriate department supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
  • 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 on an as needed basis.
  • Answer multi-line telephone system.
  • Give basic information to patients (directions, parking information, and required preparation for appointment).
  • Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
  • Confirm/verifies insurance benefits with the appropriate carrier via on-line verification systems or telephone inquiries
  • Demonstrates a high level of knowledge processing requests and working in various systems including Epic, Medipac and Imagecast
  • Demonstrates the ability to operate and efficiently utilize all Systems and office equipment.
  • Demonstrates courtesy and a respect in handling all types of calls
  • Give appropriate preparation for testing
  • Maintain a good rapport with doctor?s offices and departments.
  • Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and
  • Schedule appointments for services based on department and patient needs

Qualifications

  • Completion of HS Diploma/equivalent
  • 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. Verification of oncology/infusion insurance coverage.
  • 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:
Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

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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.

   Current UPMC employees must apply in HR Direct

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