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Contact Center Specialist I

  • Job ID: 048180192
  • Status: Part-Time
  • Regular/Temporary: Regular
  • Hours: Monday - Friday 10:00 a.m. - 4:30 p.m.
  • 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: $14.79 to $22.56 / hour

Description

Purpose:

Do you have experience scheduling patient appointments? If so, apply to take the next step in your career! The Tri Rivers Musculoskeletal Center is looking to hire a part-time Contact Center Specialist to help support their scheduling line. This position will work Monday through Friday 10:00 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 will act 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 high-volume 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. Two (2) years customer service experience or call center experience required. OR one (1) year health insurance call center and claims adjustments experience required.
  • Medical experience is preferred but not 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 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, which support the implementation of our diversity strategy.  

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

Total Rewards

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   Current UPMC employees must apply in HR Direct