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 UPMC.com/coronavirus.

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Patient Access Specialist I

Description

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 of 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 to schedule appropriately.
  • Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
  • 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 demonstrates 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.
  • Work the overflow call list and Audiocare report.
  • Review and verify the patient's insurance information.
  • Coordinate access to care for patients within their own department or location.
  • Monitor patient waitlist report.
  • Compile and send new patient packets or flags patient if need to be completed upon arrival.
  • 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.
  • Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
  • Give basic information to patients (directions, parking information, and required preparation for appointment).
  • Reviews documentation from prior visits for return patients to confirm lab reports, imaging reports, and other tests are available for the next patient visit.

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, and 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:

  • Act 34
  • 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.

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   Current UPMC employees must apply in HR Direct

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