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Contact Center Specialist I

  • Job ID: 237621600
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: 8:00am-4:30pm
  • Shift: Day Job
  • Facility: UPMC Community Medicine Incorporated
  • Department: 57412 MULTI Tri Rivers Admin
  • Location: 7500 Brooktree Road, Wexford PA 15090
  • Union Position: No
  • Salary Range: $14.29 to $21.90 / hour

Description

Purpose:

Do you have experience scheduling patient appointments?  Do you have a strong knowledge of computers and strong typing skills?  If so, apply to take the next step in your career!  The Tri Rivers Musculoskeletal Center is looking to hire a full-time Contact Center Specialist I to help support their scheduling line.  This position will work Monday through Friday, 8:00 AM to 4:30 PM out of their Wexford location.

In this role, you will serve as the first line of contact for the patient.  The Contact Center Specialist I acts as an advocate for patients by providing guidance and scheduling needs. 

If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply online today!

Responsibilities:
  • Schedule, reschedule and cancel appointments for a multi-specialty physician practice with multiple locations in Allegheny and Butler counties.
  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity of the electronic patient record. 
  • Answer multi-line telephone system and schedule appointments, contact or page physicians according to department questionnaires, protocols and templates.
  • Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met while still placing the patient with the right sub-specialist whenever possible to avoid return visit to see the correct sub-specialist.
  • Demonstrate the ability to understand the reason for a consumer referral call. Use decision making ability to appropriately refer a physician to meet the consumer's needs.
  • Demonstrate the ability to understand the reason/needs for the patient or clinicians call and apply the decision-making ability to page or contact the appropriate physician to meet the patient's needs.
  • Document all actions taken on a patient account.
  • Adhere to UPMC language of access protocols to assure proper call handling and the delivery of outstanding customer service.

Qualifications

  • High school graduate or equivalent.
  • 2 years customer service experience or call center experience required. OR 1 year health insurance call center and claims adjustments experience required.
  • Detail Oriented.
  • Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices preferred.
  • Must be able to maintain confidential information.
  • Excellent organizational, interpersonal and communication skills.
  • Competent in MS Office/PC skills.
  • Must be able to make appropriate decisions based on the circumstances as well as established protocols.
  • 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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       Current UPMC employees must apply in HR Direct