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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   Current UPMC employees must apply in HR Direct

Coordinator, Call Center QA

  • Job ID: 408504162
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Revenue Cycle
  • Department: Rev Cyc Workforce Mgmt
  • Location: 2 Hot Metal Street, Pittsburgh PA 15203
  • Union Position: No
  • Salary Range: $20 to $33.22 / hour

Description

Job Summary:


This position functions under the supervision and general direction of the Senior Manager of the Contact Center. The role is responsible for ensuring call standards and departmental procedures are followed.  While assisting in the original training and reeducating of contact center personnel based on results of QA evaluations.  The position is also responsible for producing monthly reports to track group/individual quality scores as well as implementing newly established reports based upon interdepartmental needs.  It also interacts with supervisors and personnel to provide necessary feedback/reinforcement for staff.

This role will have the opportunity to work from home after training has been completed.   If you are interesting in learning more, apply today!

Responsibilities:

  • Perform duties and job responsibilities in a fashion, which coincides with the service management philosophy of UPMC including the demonstration of the basics of service excellence towards patients, visitors, staff, peers, physicians, and other departments within the medical center.
  • Assist in initial training of new Contact Center personnel.
  • Responsible for listening to and evaluating a minimum of 5 calls per representative per month and provide feedback to supervisors/staff on calls reviewed.
  • Provide additional retraining to existing personnel based on results of QA evaluations to assist staff in achieving level of performance set forth by Management and Contact Center telephone standards.
  • Respond to business/reporting requests on staff as well as required monthly assessments and reports.
  • Assist Sr. Managers with special reporting and/or projects within the unit.
  • Develop and maintain excellent relationships between other Project Specialist and department management and senior management.
  • Ensure effective communication and call escalation to appropriate personnel; includes thorough and accurate documentation of telephone encounter.
  • Demonstrate ability to understand reason for patient visit and apply decision making ability to schedule an appointment with the correct sub-specialist by obtaining medical information/diagnosis in order to adequately meet the patient's needs and allow f
  • Make decisions independently and take initiative to find answers to questions. Appropriately triage phone calls to or from clinical and other areas.
  • Ensure effective communication to patients regarding scheduling and call details, give basic information to patients (directions, parking information, and required preparation for appointment).
  • Provide support to supervisor/manager in the instruction of training new staff in order to maintain a high quality of service to the patient and the department.

 

Qualifications

  • Bachelor's degree and one year experience or High school diploma or equivalent and two years' experience in related health care experience, teaching/training.
  • Equivalent combination of education and experience will be considered.
  • Call center monitoring and training or QA monitoring and training is preferred.
  • Must possess strong communication and interpersonal skills.
  • Excellent knowledge of software packages including Microsoft Word, Excel, Access, PowerPoint and Outlook is preferred.


Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran

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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.

   Current UPMC employees must apply in HR Direct

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