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Job Description

Job Title: Customer Care Associate (Altoona, PA)
Job ID: 892040103
Status: Full-Time
Regular/Temporary: Regular
Hours: M-F 8a-4p
Shift: Day Job
Facility: UPMC Mon Yough
Department: Comm Health Center Adult
Location: 500 E Chestnut Avenue, Altoona PA 16003


The Customer Care Associate is responsible for multiple duties that support the efficient operation of MYCS Behavioral Health Services. These duties are completed at various locations, and consist of moderately complex clerical work involving the skilled performance of administrative support, clerical/typing, tasks related to data entry, document processing, billing, insurance information verification, and public assistance including a full range of secretarial/reception services involving direct contact with service recipients at the front desk.


  • Interviews and registers patients completing Determination of Liability form following Allegheny County guidelines, completing all updates as necessary. Completes new Determination of Liability on yearly basis as required by Allegheny County regulations.
  • Maintains working knowledge of all required computer systems and department policies and procedures.
  • Maintains and updates current information on physicians and staffs schedules ensuring that patients are scheduled properly and appointments are confirmed.
  • Assess individuals need/purpose in calling/walking into office; determine/differentiate if emergency/non-emergency situation and refer to appropriate staff member.
  • Work Batch error handler reports weekly at minimum to ensure transaction completions
  • Provide full range of secretarial and receptionist support services. Follows all HIPPA guidelines with regards to confidentiality. Scan materials in client chart to assure current, accurate information is available; and monitor charts in coordination with the team supervisor, to assure that they are being maintained in accordance with policies and procedures.
  • Schedule appointments, and complete all updates, in PsychConsult according to the templates/departmental scripts. Schedule, cancel and reschedule patient?s appointments. Relay messages to staff and providers. Contact patients to verify or cancel appointments as needed.
  • Gathers information from and provides information to patients and their families. Enter patient information into the computer to initiate a medical record, verify client has MRN #, and to bill.
  • Provide positive, cordial and appropriate front line interactions with all external (patients, family members, healthcare professionals, and vendors) and internal (staff members/service providers) customers..Provide excellent customer service in triaging phone calls, including those from voicemail and answering service, to ensure efficient response from the appropriate staff
  • Actively requests, collects and records patient payments on Share Point. Confirms/verifies insurance benefits with the appropriate carrier via online verification systems or telephone inquiries, including Psych Consult system, and enters appropriate insurance layers.
  • Forward any authorization/insurance issues/concerns to the Department Supervisor and/or the appropriate billing department staff


  • High School Diploma/GED and two (2) years customer service experience; at least one year of experience as an insurance clerk or patient registration in a medical office preferred.
  • Ability to use Microsoft Word, Excel and Internet Explorer
  • Ability to operate basic office equipment including scanning, copying, and faxing
  • Must be available to work evening hours as scheduled
  • Excellent oral and written communication skills required
  • Excellent organizational, time-management, and follow-up skills required
  • Proficient typing skills
  • Basic knowledge of third party health care requirements and reimbursement practices preferred
  • Basic knowledge of medical terminology, CPT codes and ICD-9 codes preferred

    Licensure, Certifications, and Clearances:
  • Comprehensive Crisis Management (CCMC)
  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

    Salary Range: $13.38 to $20.37 / hour

    Union Position: No

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