Description
Purpose:
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, interpretation, and education on scheduling. They provide details regarding patients’ appointment, including directions, parking information, and required preparation. They also review, verify, and enter the patients’ demographic and insurance information.
Look no further, apply today!
Responsibilities:
- Answer multi-line telephone system
- Schedule appointments, contact or page physicians according to department questionnaires, protocols and templates.
- Review, verify and enter the patient's demographic and insurance information to ensure data integrity
- Demonstrate ability to understand reason for patient visit and to schedule an appointment with the correct sub-specialist by obtaining medical information/diagnosis in order to accurately schedule with specific physician, or specialty.
- Ensure effective, thorough, and accurate documentation of telephone encounter.
- Ensure effective communication to patients regarding scheduling and call details to patients (directions, parking information, and required preparation for appointment)
- Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient needs and allow for appropriate scheduling to a specific physician or specialty.
- Ensure effective communication and call escalation to appropriate personnel; includes thorough and accurate documentation of telephone encounter.
- Maintain performance at or above established benchmarks for: Quality Assurance. Average Call Handling Time, Schedule Adherence and Telephone Aux usage.
Qualifications
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High school graduate or equivalent.
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2 years customer service experience or call center experience required. OR 1 year health insurance call center and claims adjustments experience required.
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Detail Oriented.
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Advanced knowledge of health insurance, third party payor billing requirements, medical terminology and reimbursement practices preferred.
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Must be able to maintain confidential information.
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Excellent organizational, interpersonal and communication skills.
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Competent in MS Office/PC skills.
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Must be able to make appropriate decisions based on the circumstances as well as established protocols.
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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:
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Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
Total Rewards
More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life &emdash; because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.
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.
