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Patient Access Specialist I, UPMC Mercy (South Side, PA)

  • Job ID: 200001RV
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: Flexible
  • Shift: Day Job
  • Facility: UPMC Mercy
  • Department:
  • Location: 2000 Mary St, Pittsburgh PA 15203
  • Union Position: No
  • Salary Range: $15.42 to $24.25 / hour


Are you interested in a career that provides plenty of opportunity for growth and development? Are you highly motivated and looking to get your feet wet in clinical operations in a new and challenging environment? If you're passionate about patient care and are looking for a career that offers great benefits and plenty of room for growth, we invite you to explore this opportunity today!

UPMC is looking for a Patient Access Specialist to work at Mercy South Side Hospital!
The Patient Access Specialist I function under the direction of the Supervisor/Manager responsible for patient access. They use Medipac and Epic to schedule appointments for a similar group or specialty of physicians, generally at one location or multiple session timeshares. In the role, you would serve as the front-line resource for PSD Departments to coordinate access of external public to our care providers and ensure a goal of 72 hours patient access are met.
Hours for this full-time position will be flexible from 7:00am-5:00pm weekdays/weekends, based on volume needs, including a 3:00pm-11:00pm work from home slot available. There will be no travel required for this position. This position will be primarily responsible for patient registration, order entry/creation with some administrative tasks on occasion.

Up for the challenge? Apply today!

  • 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.).
  • Compile and send new patient packets or flags patient if needs to be completed upon arrival.
  • Coordinate access to care for patients within own department or location.
  • Function at multiple sites as requested by supervisor.
  • Give basic information to patients (directions, parking information, and required preparation for appointment).
  • Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
  • Monitor patient wait list report.
  • Obtain chief complaints in order to schedule appropriately.
  • Review and verify the patient's insurance information.
  • Review, verify and enter the patient's demographic information to ensure data integrity.
  • Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information.
  • 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).
  • Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
  • Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
  • Take responsibility to escalate to appropriate clinical or 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.
  • Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met.
  • Work the overflow call list and Audiocare report.


  • 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.
  • Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.
  • Electronic scheduling system experience is preferred.
  • Basic knowledge of health insurance 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.
  • Must be able to learn and apply third party payer guidelines and reimbursement practices.
  • 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:

Equal Opportunity Employer/Disability/Veteran

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   Current UPMC employees must apply in HR Direct

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