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Contact Center Specialist I

  • Job ID: 540636997
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: Monday - Friday daylight
  • 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: $15.50 to $23.66 / hour

Description

Purpose:

Tri Rivers Musculoskeletal Centers is seeking a new team member who possesses excellent customer service skills and a desire to be part of a dynamic team where the patient is our #1 priority. The Contact Center Specialist provides support by serving as the first line of contact for our patients and assists them with their appointment scheduling needs. Empathy to our patients, professionalism plus good listening, computer and keyboarding skills are keys to success in this position.

The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation and education on scheduling, registration, and various customer-related inquires. Responsible for efficient and courteous resolution to verbal and written inquiries, to ensure customer satisfaction, while maintaining call servicing and quality standards, our CCS agents perform a key role in the success of our practice.

This is a Monday through Friday. 8:00 am – 4:30 pm position in our Wexford administrative office and is primarily a sedentary role. The Contact Center Specialist functions under the leadership and direction of the Practice Coordinator.


Responsibilities:

  • Answer multi-line telephone system and schedule appointments.
  • Schedule appointments in adherence to provider protocols.
  • 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.
  • 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.
  • 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.
  • Research, resolve and respond to email, web, portal, and telephone inquiries from patients in accordance with departmental protocols.
  • Strive to meet all UPMC patient care standards and benchmarks.

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.
  • 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.


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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   Current UPMC employees must apply in HR Direct