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Contact Center Specialist I

  • Job ID: 785132555
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Community Medicine Incorporated
  • Department: 56371 ZCMS1 Groff Orthopaedics
  • Location: 5200 Centre Avenue, Pittsburgh PA 15232
  • Union Position: No
  • Salary Range: $15.88 to $24.98 / hour

Description

Purpose:

Do you have experience working in a call center or a medical office setting?  Are you excited to grow your career in customer service?  UPMC is hiring a full-time Contact Center Specialist I to work at the Shadyside Medical Building for Groff Orthopaedics.  Travel to Monroeville is required once a month.  This role works Monday through Friday during daylight hours.

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’ appointments, including directions, parking information, and required preparation.  They also review, verify, and enter the patients’ demographic and insurance information.

In this role, you will be cross trained to also perform front office and back office duties.  In these roles, you would be responsible for welcoming patients upon arrival.  They promote the usage of new and emerging consumer-friendly technologies, educate patients on their co-payments and financial obligations, collect payments when applicable, and connect patients to financial advocacy resources when appropriate.  They also update patients' demographics and insurance coverage information and schedule subsequent appointments within the continuum of care.

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.
  • Provide a warm greeting for all patients
  • Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference
  • Collect copayments and any other applicable patient payments at the point of service
  • Confirm and/or update patient registration information at checkout
  • Schedule follow-up appointments within the practice at checkout
  • Schedule or connect patient to resources to schedule for ancillary services at checkout
  • Help patients navigate the healthcare system by providing clear and understandable instructions.
  • Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
  • Register patients in Biometrics (fingerprint recognition) program and explain benefits
  • Promote MyUPMC patient portal and assist patients in registration when applicable
  • Assist patients in education of financial responsibility and connect them to advocacy resources as needed
  • Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
  • Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations

 

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