[Hiring] Contact Center Specialist @UPMC

Role Description

UPMC Three Rivers Orthopedics is hiring a full-time Contact Center Specialist to join their team! This is a Monday through Friday daylight position with no evenings or weekends. This is a remote position that will answer phones, schedule appointments, registration, and more.

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.

Responsibilities:

• Answer multi-line telephone system, focusing on patient satisfaction and first call resolution while scheduling appointments according to department protocols.
• Redirect telephone calls and take messages, 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.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, billing, claims, and various patient related inquiries.
• Identify and take action to address patient concerns by utilizing effective decision-making skills.
• Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers.
• Complete follow-up on unpaid account balances and contact guarantors, third party payors, and/or other outside agencies for payment of balances due.
• Assist patients with access issues for their MyUPMC account, telemedicine visits, or any other online access concerns.
• Contact patients to discuss their post-discharge appointment requirements and coordinate all appointments for the patient.
• Review and take action on accounts on aged trial balance reports or in assigned work queue.
• Document all actions taken on a patient account and review online account history and EOB's.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc.
• Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions.
• Perform other duties as assigned.

Qualifications

• HS Diploma or equivalent
• 1 year general customer service experience

Requirements

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

Company Description

UPMC is an Equal Opportunity Employer/Disability/Veteran.