COVID-19 Vaccination Information

Across UPMC, our guiding principle is to always prioritize the safety of our employees, patients, and members. UPMC believes that vaccination is important, helps protect all, and advocates that everyone who can be vaccinated should be vaccinated.

UPMC complies with all governmental requirements related to local, state, and federal COVID-19 vaccination for employment. The Jan. 13 Supreme Court of the United States decision that the Centers for Medicare & Medicaid Services federal COVID-19 vaccine mandate will move forward requires UPMC to ensure employees either get vaccinated or receive a requested medical or religious exemption.

If you are not yet vaccinated, we urge you to get a vaccine now. You can schedule your COVID-19 vaccination through UPMC or visit a non-UPMC provider or UPMC Urgent Care location.

Proof of vaccination is not required upon hire; however, employees will be responsible for ensuring post-hire compliance by getting vaccinated or requesting a medical or religious exemption.

For more information about UPMC’s response to COVID-19, please visit

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Contact Center Specialist I

  • Job ID: 157493848
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Community Medicine Incorporated
  • Department: 56485 ZCMS1 Internal Med
  • Location: 1300 Oxford Drive, Bethel Park PA 15102
  • Union Position: No
  • Salary Range: $15.50 to $23.66 / hour


UPMC Community Medicine Incorporated is seeking a full-time Contact Center Specialist I to support Internal Medicine – UPMC at the UPMC Outpatient Center in Bethel Park!

The Contact Center Specialist will provide support for the office by serving as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, billing, claim statuses, and various customer-related inquires.

Responsibilities include, but are not limited to, scheduling patient appointments (including providing directions, parking information, and required preparation), assisting the front desk staff, answering office phones, scanning documents, and providing efficient and courteous resolutions to verbal and written inquiries to ensure customer satisfaction while maintaining call and quality standards. 

The ideal candidate for this position will have exceptional customer services skills, with a passion for communicating directly with patients and serving as a liaison between patients and providers. The Contact Center Specialist must be comfortable with a significant amount of phone work, but this role will be cross-trained in other areas to support the office. Medical terminology and/or health insurance knowledge is a plus!

*Free Parking*


  • Review, verify, and enter patient demographic and insurance information to ensure data integrity.
  • Answer multi-line telephone system and schedule appointments, contacting or paging physicians according to department questionnaires, protocols, and templates.
  • Understand UPMC's 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 visits.
  • Complete follow-up on unpaid account balances.
  • Contact guarantors, third-party payors, and/or other outside agencies for payment of balances due.
  • 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 understand the laws and regulations applicable to job functions.
  • Contact patients to discuss their post-discharge appointment requirements, following up and coordinating 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, setting up payment arrangements in the system and monitoring 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.
  • Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
  • Document all actions taken on a patient account.
  • Review online account history and EOBs to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
  • Research, resolve, and respond to email, web, and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
  • Demonstrate the ability to understand the reason/need for the patient's or clinician's call and apply the decision-making ability to page or contact the appropriate physician to meet the patient's needs.
  • 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.


  • High School graduate or equivalent.
  • Two years of customer service experience or call center experience required,
  • OR one year of 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 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

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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

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