[Hiring] Scheduling Specialist, Associate @UPMC

Role Description

Are you a dedicated professional interested in building a rewarding career? Are you interested in a call center position that offers terrific benefits, opportunities to grow, and an excellent work-life balance and the ability to work from home post training? Then you may be the perfect fit for our Radiology Scheduling Specialist, Associate role! This role is based out of the Quantum One Building in the South Side of Pittsburgh or in Erie at our East Bayfront location. After successful orientation phase the first few days, this position will be work from home!

In this role, you will:

• Provide a world-class patient experience, focusing on Service Excellence and one-contact resolution with every patient interaction.
• Assist with managing the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.
• 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.
• Act as an advocate for patients by providing guidance, interpretation, and education on imaging scheduling.
• Provide details regarding appointments, including directions and required preparation.
• Review, verify, and enter patients’ demographic and insurance information.

Responsibilities

• Provide rotational duties to include greeting patients, answering additional phone lines, and obtaining prescriptions for procedures when needed.
• Adhere to scheduling guidelines for gathering required exam information and conveying restrictions.
• Enter data into the computer and process requisitions to confirm data entry.
• Operate multi-line phone system and ACD telephone software, following scripted radiology format accurately and completely.
• Enter information into the RIS system and complete appropriate forms.
• Follow up on any incomplete or inaccessible information to assure a completed record.
• Review all imaging resources on a daily basis for open slots and potential scheduling errors.
• Enter prescriptions into the document scanner.
• Participate in the training of new scheduling staff.
• Schedule exams accurately, both automatically and manually, for all radiology modalities.
• 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 when appropriate, 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.
• Assist patients that call with access issues for their MyUPMC account, telemedicine visit, or any other online access concerns.
• Contact patients to discuss their post-discharge appointment requirements and coordinate all appointments.
• 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 EOBs.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Obtain, verify, and correct registration information of new and existing patients.
• Mail new patient packets prior to scheduled appointments and handle medicine refill requests.
• 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.
• Establish reasonable payment plans according to department policies and monitor payments for consistency and timeliness.
• Counsel patients on various local, state, and federal agencies that may assist with funding of health care.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc.
• Identify and take action towards resolution of problematic accounts.
• Perform in accordance with system-wide competencies/behaviors.
• Perform other duties as assigned.

Qualifications

• High school graduate or equivalent.
• 1 year general customer service experience.
• Detail-oriented.
• Medical terminology or radiology/imaging scheduling preferred.
• Must be able to maintain confidential information.
• Excellent organizational, interpersonal, and communication skills.
• Competent in MS Office/PC skills.
• Must be able to make appropriate decisions based on the circumstances as well as established protocols.
• Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances.
• As customer service is a priority in this position, training and certification as a Patient Ambassador is required prior to, or during the initial six-month review period.

Licensure, Certifications, and Clearances

• Act 33 with renewal.
• Act 34.

Company Description

UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.

UPMC is an Equal Opportunity Employer/Disability/Veteran.