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Contact Center Specialist I

  • Job ID: 2100010H
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Revenue Cycle
  • Department: Rev Cyc Customer Service
  • Location: 2 Hot Metal Street, Pittsburgh PA 15203
  • Union Position: no
  • Salary Range: $15.88 to $24.98 / hour

Description

Job Summary:

Do you have experience working in a call center handling inbound and outbound calls? If so, apply to take the next step in your career! 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, registration, billing, claim status, financial matters, password resets, and other various customer related inquires.  If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply today!

Contact Center Specialist I's are based at the Quantum One Building in the South Side of Pittsburgh.  Shift durations are typically 8.5 hours and, depending on the department, could start as early as 7:00am and end as late as 9:00pm. Many departments are Monday-Friday, but others have weekend and holiday coverage. Evening/weekend shift differentials may apply. During your interview, we will discuss what schedule could work best for you.

A great perk includes work from home options! Work from home is available after your training is complete. Based on your department, performance, and the discretion of your supervisor, this could be as short as 4-6 weeks or up to 3-4 months.  In addition to our work from home options, we have a monthly incentive program that employees are eligible to receive based off of performance and location after three months of employment!

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, that support the implementation of our diversity strategy.

See below for more details on potential responsibilities of the position. Look no further and apply online today!

Responsibilities:

  • Research, resolve, and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
  • Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring balance to zero.  Adhere to Fair Debt Collection Practice Guidelines and understand the laws and regulations applicable to job functions.
  • Demonstrates skills required for success in a mission-critical contact center environment including making sound judgements under pressure; assimilating a wide variety of information; maintaining knowledge or the ability to access a wide variety of necessary information and ensuring that all calls are recorded for the purposes of risk management and senior management review.
  • Provides First Level Technical Support to users of the MedTrak/HealthTrak system through the use of online resources available. All interactions are appropriately documented in the database and issues are escalated to Second Level Support as appropriate.
  • Direct calls to the appropriate department as necessary.
  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity while answering multi-line telephone system and schedule appointments with physicians according to department questionnaires, protocols and templates.
  • 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).
  • Verify insurance benefits with the insurance company or other agency for all scheduled inpatient, same day surgery, and high end radiology accounts.
  • Document appropriate account activity in system(s).
  • Provide financial education to patients on insurance matters.

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.
  • 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.
  • Detail Oriented

Licensure, Certifications, and Clearances:

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.

   Current UPMC employees must apply in HR Direct