Scheduling Specialist, Associate - Northshore Neurology

Socket.dev; Erie (Erie County); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Health benefits

Retirement plan

Paid time off

Job summary

UPMC's Northshore Neurology is seeking a Scheduling Specialist, Associate to join their team. This full-time role operates Monday–Friday, 8:00am–4:30pm, with no holidays, evenings, or weekends required.

You will manage scheduling flow, ensure accurate appointments, and provide exceptional patient service while maintaining data integrity and clear communication with patients and staff.

Qualifications

• High school diploma required.
• At least 1 year in customer service or call center.
• Demonstrates service excellence and empathy.
• Strong communication and organization skills.
• Proficient with Microsoft Office; Excel preferred.

Responsibilities

• Provide world-class patient service with one-contact resolution.
• Schedule appointments accurately and timely per guidelines.
• Update demographics and insurance data to maintain records.
• Research inquiries and document actions to close out issues.
• Act as patient advocate for scheduling and registration.
• Conduct outbound follow-up calls and follow policies.
• Mentor new staff and support leadership meetings.

Skills

Customer service

Call center experience

Microsoft Office

Excel

Communication

Organizational skills

Problem solving

Empathy

Education

High school diploma

Tools

Microsoft Office

Excel

Job description

UPMC's Northshore Neurology is seeking a Scheduling Specialist, Associate to join their team! This full-time position will work Monday through Friday from 8:00am to 4:30pm. No holidays, evenings or weekends are required.

What Can UPMC Do for You?

• A career path that provides you with the right experience to be successful in the position you want to obtain now and, in the future
• Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
• Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
• Competitive pay for the work that you do

Responsibilities:

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.
• Schedule patient appointments accurately and timely, with a dedication to patient satisfaction and first call resolution while utilizing department protocols to schedule appointments, ensuring the appropriate exam, physician, and timeslot are utilized. Adhere to Scheduling Services guidelines for obtaining patient information while conveying the proper exam instructions and information.
• Review and update the patient's demographic and insurance information to ensure data integrity and revising existing information on patients. Follow up on any incomplete or inaccessible information to ensure complete patient records.
• Research inquiries from UPMC Scheduling Services patients, physicians, and office staff, including follow-up, documenting actions required to close out the inquiry in accordance with quality guidelines, as applicable. This includes communicating the issue to the Supervisor and Scheduling Services Leadership.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, scheduling resources, registration (directions, parking information, and required preparation for appointment, etc.), and various patient related inquiries.
• Conduct outbound service calls in accordance with departmental initiatives. Contact patients to discuss their post-discharge appointment requirements, including follow up and coordination of appointments for the patient.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the patient, including interacting with the office staff and department leaders as necessary to ensure the patient-centric experience.
• Serve as a mentor to newly hired staff members, role modelling service excellence and a patient-centric experience.
• Attend all Scheduling Services meetings, trainings and educational discussions as scheduled.
• Provide exemplary customer service by being proactive and responsive to all UPMC Scheduling Services patient and physician requests.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Communicate with all managers, supervisors, and team leaders effectively, efficiently, and courteously.
• Maintain employee and patient confidentiality at all times.

Requirements:

• High School Graduate.
• Minimum of one year experience in a Customer Service and / or Call Center Environment Required.
• Service Excellence as a way of thinking and the attitude that is portrayed.
• Ability to help others embrace the spirit of service and provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal and communication skills, both written and oral.
• Strong ability to make independent decisions required.
• Proficient in Microsoft Office and Excel preferred.
• Strong problem-solving abilities necessary to evaluate and address patient / physician inquiries.
• Must have a desire to help others and portray empathy in all situations.
• Demonstrated flexibility and motivation to learn & grow in the role.
• Complete and thorough understanding of 'Excellence in Service' requirements.

Licensure, Certifications, and Clearances:

• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran