Contact Center Specialist

UPMC; Pittsburgh (Allegheny County); On-site; USD 40,000 - 50,000; Full time

Job summary

A healthcare organization is hiring a full-time Contact Center Specialist in Pittsburgh. The role involves scheduling appointments, managing patient demographics, and ensuring patient satisfaction through effective communication. The ideal candidate should have strong customer service skills and experience in a similar environment. This position requires on-site work and offers the opportunity to assist patients with various needs.

Qualifications

• Experience in a contact center or customer service environment.
• Familiarity with healthcare processes, particularly patient registration.
• Ability to handle sensitive information with confidentiality.

Responsibilities

• Schedule appointments and manage patient interactions effectively.
• Maintain patient records and ensure data integrity.
• Address billing inquiries and assist with payment plans.
• Manage follow-ups for various patient needs and appointments.

Skills

Customer service

Data entry

Effective communication

Problem-solving

Job description

Overview

UPMC Department of Neurosurgery is hiring a full-time Contact Center Specialist to join their team on-site in Oakland, PA! In this position you will work Monday-Friday from 8:00am-4:30pm. You will assist with pre-screening patients, gathering patient demographics and insurance information to register in EPIC, and scheduling appointments for patients with neurological conditions for many of the clinicians in the department as well as for radiology testing.

Responsibilities

• Answer multi-line telephone system, with a clear focus on patient satisfaction and first call resolution while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized. Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary. Review, verify and enter the patient\'s demographic, financial, and insurance information to ensure data integrity. Enter or update information in the appropriate system(s) accurately, verify and revise existing information on patients that have not been interviewed within the past 30 days.
• Complete forms, upload, scan, or fax documents as required for patient appointment. Follow up on any incomplete or inaccessible information to assure a completed record. Obtain, verify and corrects registration information of new and existing patients. Mail new patient packets prior to scheduled appointment and handle medicine refill requests. Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.
• Identify and take action to address patient concerns by utilizing effective decision-making skills to know when to handle the call, send the call to in house clinical staff or send call to the physician\'s office to meet the patient\'s needs. Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols. Complete follow-up on unpaid account balances. Contact guarantors, third party payors, and/or other outside agencies for payment of balances due. Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitors payments for consistency and timeliness. Counsel patients on various local, state and federal agencies, which may be available to assist with funding of health care.
• Assist patients that call with access issues for their MyUPMC account, telemedicine visit or any other on-line access concerns. Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient. Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable. Assign accounts deemed un-collectible to external collection agencies on a monthly basis. Document all actions taken on a patient account. Review on-line account history and EOB\'s to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero. Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring balance to zero. Adhere to Fair Debt Collection Practices Guidelines and understands the laws and regulations applicable to job functions. Performs in accordance with system-wide competencies/behaviors. Performs other duties as assigned.