Patient Access Specialist I, Complex Care Center

UPMC; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Generous benefits package

Expansive total rewards package

Career growth opportunities

Job summary

UPMC is seeking a full-time Patient Access Specialist I at Children’s Hospital to coordinate patient access and schedule appointments across locations. This role reports to the Supervisor/Manager and emphasizes data accuracy, courteous service, and efficient handling of calls and inquiries.

Typical hours are Monday–Friday, 8am–4:30pm, with opportunities for professional growth within UPMC’s expansive benefits and total rewards programs.

Responsibilities

• Review, verify and enter the patient's demographic information to ensure data integrity.
• Schedule appointments according to physician templates for similar types of physicians at one office or multiple sessions.
• Meet scheduling accuracy requirements while following templates and scripts.
• Obtain chief complaints to schedule appropriately.
• Handle incoming calls with courtesy and professionalism per standards.
• Ensure adherence to the 72-hour appointment requirement.
• Triage calls to appropriate clinical or supervisory personnel as needed.
• Document telephone encounters thoroughly for messaging and follow-up.
• Function across multiple sites as requested by supervisor.
• Answer a multi-line phone system and maintain call handling within expected daily averages.
• Provide directions, parking information and appointment preparation guidance.

Job description

UPMC Physician Services is looking for a full time Patient Access Specialist I, to join their dedicated team at Children's Hospital.

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 external public to our care providers and ensure goal of 72 hours patient access are met.

This role will work Monday through Friday, 8am to 4:30pm.

UPMC offers a generous benefits package, an expansive total rewards package, opportunity to grow your career and much more.

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.
• Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Understand UPMC 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 on-going 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 own department or location.
• Monitor patient wait list report.
• Compile and send new patient packets or flags patient if needs 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 esc… to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter 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).