Patient Access Specialist I - UPMC Shadyside Senior Care Institute

UPMC; Pittsburgh (Allegheny County); On-site; USD 35,000 - 45,000; Full time

Job summary

Join a leading healthcare provider as a Patient Access Specialist I at UPMC Shadyside. This pivotal role entails helping older patients access care by managing appointments, ensuring data integrity, and providing exceptional service in a fast-paced environment. Ideal candidates will possess strong organizational skills, compassion, and the ability to thrive under pressure.

Qualifications

• Ability to work in a fast-paced environment.
• Experience handling patient inquiries and demographics.
• Familiarity with scheduling systems.

Responsibilities

• Verify and enter patient demographic information.
• Schedule appointments according to physician templates.
• Handle incoming calls with professionalism.

Skills

Organization

Compassion

Patient-focused

Communication

Job description

Join our team as a Patient Access Specialist I in our Senior Care Institute office at UPMC Shadyside!
In this frontline role, you’ll support older adult patients by scheduling appointments, managing waitlists, and ensuring timely access to care. You’ll handle calls professionally, verify patient demographics, and route inquiries appropriately. Comfort and compassion when working with a geriatric population is essential.

If you're organized, patient-focused, and thrive in a fast-paced environment, we’d love to have you on our team!

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 escalate 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).