At UPMC, we are committed to keeping our communities safe and healthy as the COVID-19 pandemic unfolds.

Our recruiters will continue to fill positions throughout this time, but interviews and other processes may be modified to protect the safety of our candidates and employees. Thank you for your patience.

For more information about UPMC's response to COVID-19, please visit upmc.com/coronavirus.

Search Our Jobs

   Current UPMC employees must apply in HR Direct

Central Scheduling Rep/ Patient Access

Description

Schedule: Daytime schedule Monday -Friday Hours will vary

Location: BMA Patient Access

 

Purpose:


The Central Scheduling Representative works under the direction of the Supervisor/Manager responsible for patient access. The Central Scheduling Representative is responsible for scheduling appointments for a similar group or specialty of physicians generally at one location or multiple session timeshares and serves as front line resource for PSD Departments to coordinate access of external public to our care providers and ensure goal of 72 hours patient access are met.

Responsibilities:

  • Takes responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
  • Obtains chief complaints in order to schedule appropriately.
  • Coordinates access to care for patients within own department or location.
  • Schedules appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
  • Reviews and verifies the patient's insurance information.
  • Routinely attends department meetings and on-going in-service and training programs, to present and exchange pertinent information.
  • Answers multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
  • Appropriately distributes/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.
  • Treats all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
  • Reviews, verifies and enters the patient's demographic information to ensure data integrity.
  • Takes incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
  • Schedules appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
  • Gives basic information to patients (directions, parking information, and required preparation for appointment). Functions at multiple sites as requested by supervisor.
  • Compiles and send new patient packets or flags patient if needs to be completed upon arrival.
  • Monitors patient wait list report.
  • Understands UPMC 72-hour appointment requirement and work to ensure guidelines are met.
  • Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.

 

Qualifications

Qualifications:

  • Completion of HS Diploma/equivalent and 1 year of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting will be considered.
  • Associates degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred
  • Must have experience with personal computer based applications, including email and experience with other various office equipment.
  • Must be able to multitask at a high level.
  • Able to interact with a variety of external and internal constituents, including patients, patients' families, internal physicians, referring physicians or their clinical/office staff, insurance companies, nurses.
  • Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.
  • Electronic scheduling system experience is preferred.
  • Must be able to learn and apply third party payer guidelines and reimbursement practices.
  • Basic knowledge of health insurance preferred.
  • Must be able to maintain confidential information.
  • 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:

    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 — 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