Description
Purpose:
Works with patients by telephone in a fast-paced Communication Center environment by performing a variety of clerical and administrative tasks. Serves as the liaison among employees, supervisors, physicians, patients and other departments when issues and concerns arise. Makes adjustments to staffing and/or call routing based on utilization.
Responsibilities:
- Creates, maintains, and enters information into databases.
- Functions as a liaison among employees, physicians, supervisors, patients and other departments when issues and concerns arise.
- Compiles, copies, sorts, and files records of office activities, business transactions, and other activities.
- Orients new employees and provides monthly educational updates to all staff.
- Schedules patients in a computerized practice management system and maintains appointment schedule by following office scheduling policies.
- Notifies patients of appointment and informs them of necessary information including insurance cards and co-pays for their scheduled appointment.
- Delegates assignments during low call volume times. Makes adjustments to staffing and/or call routing based on utilization.
- Answers patient telephone inquiries for the SHMG Physician Finder Service and assists patients in locating a care provider to meet the patient's needs.
- Actively practice behaviors associated with SH Service Excellence expectations. Smile at and greet everyone enthusiastically, treat everyone with respect, dignity and C.A.R.E. Be an ambassador for Susquehanna Health. Provide the best C.A.R.E. for our patients no matter what. Know and follow all organizational/departmental policies/procedures. Assume responsibility for personal development and education. Incorporate leading/evidence-based practice in quality/safety into every day work. Commit to high quality, safe work; encourage others to have similar standards. Identify processes/systems that could lead to inefficient practices, unsafe conditions, errors or adverse events. Avoid shortcuts to ensure quality and safety measures are not circumvented. Encourage patient and family involvement in processes involving patient safety. Speak up with other service partners to ensure high quality and safety. Report serious events/incidents per policy.
- Assists with contacting and rescheduling patients when providers schedules change and directs phone calls to proper destination or takes messages as needed.
Qualifications
- Associates degree preferred.
- Two years' experience in information technology and/or the office setting required.
- Familiar with medical/surgery practice preferred.
- Knowledge of electronic medical record system preferred.
- Detailed oriented and able to multi-task.
Licensure, Certifications, and Clearances:
Clearances must be dated within 90 days
- Act 33 with renewal
- Act 34 with renewal
- Act 73 FBI Clearance with renewal
UPMC is an Equal Opportunity Employer/Disability/Veteran
Individuals hired into this role must comply with UPMC’s COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.
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.
