Contact Center Specialist, Senior - Full-Time, Pittsburgh

University of Pittsburgh Medical Center - Pittsburgh, PA

Full-time - Entry Level

Pittsburgh, PA

10,001+ employees

Hospitals

About the position

The Contact Center Specialist, Senior will support the Physician Services team by serving as the first line of contact for patients. This role involves advocating for patients by providing guidance and education on scheduling, registration, billing, and other inquiries, ensuring patient satisfaction and maintaining quality standards. The position typically functions under the direction of a Supervisor or Manager and will transition to remote work after the initial training period.

Responsibilities

• Answer multi-line telephone system with a focus on patient satisfaction and first-call resolution while scheduling appointments according to department protocols.
• Redirect telephone calls and take messages, interacting with staff and leadership of other departments when necessary.
• Review, verify, and enter the patient's demographic, financial, and insurance information to ensure data integrity.
• Enter or update information in Epic accurately, verifying and revising existing information on patients who have not been interviewed within the past 30 days.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Follow up on any incomplete or inaccessible information to ensure a completed record.
• 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 per departmental protocols.
• Complete follow-up on unpaid account balances.
• Contact guarantors, third-party payors, and/or other outside agencies for payment of balances due.
• Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitor payments for consistency and timeliness.
• Counsel patients on various local, state, and federal agencies that may assist with funding of health care.
• Review and take action on accounts on aged trial balance reports or in assigned work queue.
• Assign accounts deemed un-collectible to external collection agencies on a monthly basis.
• Document all actions taken on a patient account.
• Review online account history and EOBs to ensure all payers have been billed and validate the accuracy of payments and adjustments posted.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc.
• Identify and take action toward the resolution of problematic accounts to bring the balance to zero.
• Adhere to Fair Debt Collection Practices Guidelines and understand applicable laws and regulations.
• Assist patients with access issues for their MyUPMC account, telemedicine visits, or other online access concerns.
• Contact patients to discuss their post-discharge appointment requirements and coordinate all appointments for the patient.
• Perform other duties as assigned.
• Senior Specific Duties: Answer questions from other agents, participate in patient service recovery scenarios, identify and escalate access issues to leadership, and participate in side-by-side training.

Requirements

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

Nice-to-haves

• 2+ years of customer service and/or call center experience
• Advanced knowledge of health insurance, third-party pay or billing requirements, and medical terminology preferred
• Knowledgeable in MS Office / PC Skills
• Detail-oriented & must be able to maintain confidential information
• Strong interpersonal, organizational, and communication skills
• Ability to remain professional and courteous when dealing with sensitive issues and stressful circumstances.

Benefits

• Excellent benefits
• Pleasant work environment
• Friendly team