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Patient Access Specialist I (Thomas E. Starzl Transplantation Institute)

  • Job ID: 626581273
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours: Monday - Friday, 7:00am to 3:30pm
  • Shift: Day Job
  • Facility: UPMC Presbyterian
  • Department: Sarris HBC
  • Location: 3459 Fifth Avenue, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $16.36 to $25.72 / hour

Description

The leading resource dedicated to helping people from around the world with end-stage organ failure, the Thomas E. Starzl Transplantation Institute was established in 1985 as the Pittsburgh Transplantation Institute. It was renamed in 1996 in honor of Thomas E. Starzl, MD, Ph.D., whose foresight, perseverance, and commitment made him the modern-day father of organ transplantation.

The mission of the Thomas E. Starzl Transplantation Institute is to foster a multidisciplinary approach to the continual improvement of the clinical, scientific, and social aspects of transplantation to improve the lives of patients with end-stage organ failure. The Starzl Transplantation Institute places a strong emphasis on the advancement of basic science and clinically applied research, and the teaching and training of multinational specialists.

Purpose:
Typically, function under the direction of the Supervisor/Manager responsible for patient access. Schedule appointments for a similar group or specialty of physicians generally at one location or multiple session timeshares. Serve as front line resource for PSD Departments to coordinate access of the external public to our care providers and ensure the goal of 72 hours patient access is met.

Responsibilities:

  • Review, verify and enter the patient's demographic information to ensure data integrity.
  • Schedule 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).
  • Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
  • Obtain chief complaints in order to schedule appropriately.
  • Understand UPMC's 72-hour appointment requirement and work to ensure guidelines are met.
  • Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
  • Treat all patients with respect and demonstrate the behaviors learned in the Patient Ambassador Program.
  • Routinely attend department meetings and ongoing in-service and training programs, to present and exchange pertinent information.
  • Review and verify the patient's insurance information.
  • Monitor patient waitlist report.
  • Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
  • Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounters for messaging.
  • Function at multiple sites as requested by supervisor. 
  • Give basic information to patients (directions, parking information, and required preparation for appointment).

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.
  • Associate's 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, patient's 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

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   Current UPMC employees must apply in HR Direct