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Contact Center Specialist II

  • Job ID: 949916366
  • Status: Full-Time
  • Regular/Temporary: Flex
  • Hours: 7:30am-4:00pm
  • Shift: Day Job
  • Facility: UPMC Community Medicine Incorporated
  • Department: 55110 ZCMS1 Pulmonary Partners
  • Location: 9104 Babcock Blvd, Pittsburgh PA 15237
  • Union Position: No
  • Salary Range: $15.24 to $23.27 / hour

Description

Purpose:

Do you have experience working as a Contact Center Specialist I?  Are you excited to grow your career?  UPMC is hiring a flex full-time Contact Center Specialist II to work in its Pulmonary Partners department in McCandless at its Passavant Professional Building.  This role works 7:30am until 4:00pm, various days Monday through Friday.  In a flex full-time position, your work schedule fluctuates between 28-40 hours per week based on business needs.

In this role, you will serve as the first line of contact for the patient. The Contact Center Specialist II 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 while maintaining customer satisfaction and maintaining call servicing and quality standards.

Look no further, apply today!

Responsibilities:

  • Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.

  • Demonstrate the ability to understand the reason for a consumer referral call. Use decision making ability to appropriately refer a physician, class or program to meet the consumer's needs.

  • Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitors payments for consistency and timeliness. Counsel patients on various local, state and federal agencies, which may be available to assist with funding of health care

  • Complete follow-up on unpaid account balances. Contact guarantors, third party payors, and/or other outside agencies for payment of balances due.

  • Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.

  • Review, verify and enter the patient's demographic and insurance information to ensure data integrity. 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.

  • Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.

  • 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 Practices Guidelines and understands the laws and regulations applicable to job functions.

  • Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable. Assign accounts deemed un-collectible to external collection agencies on a monthly basis.

  • Document all actions taken on a patient account. Review on-line account history and EOB's to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.

  • 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.

 

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.

  • 1 year of experience in the Contact Center Specialist role with a 'Solid/Strong/Good Performer' or better review rating.

  • 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