[Hiring] Contact Center Specialist @UPMC

Role Description

The Contact Center Specialist will provide support for the Contact Center activities by serving as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, billing, claim status, and various patient-related inquiries. Responsible for efficient and courteous resolution to verbal and written inquiries to ensure internal and external patient satisfaction while maintaining call servicing and quality standards. Typically, functions under the direction of the Supervisor/Manager.

• Answer multi-line telephone system, focusing on patient satisfaction and first call resolution while scheduling appointments according to department protocols.
• Review, verify, and enter the patient's demographic, financial, and insurance information to ensure data integrity.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Act as an advocate for patients by providing guidance on scheduling, registration, billing, claims, and various patient-related inquiries.
• Identify and address patient concerns using effective decision-making skills.
• Complete follow-up on unpaid account balances and establish reasonable payment plans.
• Review and take action on accounts on aged trial balance reports.
• Document all actions taken on a patient account.
• Identify and research credit balance accounts and potential refunds.
• Assist patients with access issues for their MyUPMC account or telemedicine visits.
• Contact patients to discuss their post-discharge appointment requirements.
• Perform in accordance with system-wide competencies/behaviors.
• Perform other duties as assigned.

Qualifications

• HS Diploma or equivalent.
• 1 year general customer service experience.
• 6 months call center experience.

Requirements

• Be able to complete all required orientation and training activities in Pittsburgh.
• Maintain the ability to report onsite when business needs require.
• Have reliable transportation to UPMC Presbyterian Hospital, Pittsburgh, PA.
• Reside within a reasonable commuting distance to support occasional onsite meetings, training sessions, or operational needs.

Licensure, Certifications, and Clearances

• Act 34.

Benefits

• UPMC is an Equal Opportunity Employer/Disability/Veteran.