Contact Center Specialist, Senior - UPP Vascular Surgery, Oakland

$37,190 - $58,594/Yr

University of Pittsburgh Medical Center - Pittsburgh, PA

Full-time - Entry Level

Remote - Pittsburgh, PA

Hospitals

About the position

The Contact Center Specialist, Senior at UPMC University of Pittsburgh Physicians plays a crucial role in providing support for patient inquiries and ensuring a high level of patient satisfaction. This position serves as the first point of contact for patients, offering guidance on scheduling, registration, billing, and other patient-related inquiries. The role requires effective communication and problem-solving skills to address patient concerns and maintain quality standards in call servicing. After an initial training period, there is an opportunity for remote work.

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 staff and leadership of other departments as necessary.
• Review, verify, and enter patient demographic, financial, and insurance information to ensure data integrity.
• Enter or update information in Epic accurately, verifying and revising existing patient information.
• Complete forms, upload, scan, or fax documents as required for patient appointments.
• Follow up on incomplete or inaccessible information to assure 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 on scheduling, registration, billing, claims, and various inquiries.
• Identify and address patient concerns using 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 or third-party payors for payment.
• Establish reasonable payment plans according to department policies and monitor payments for consistency.
• Counsel patients on local, state, and federal agencies that may assist with healthcare funding.
• Review and take action on accounts on aged trial balance reports to ensure timely resolution.
• Document all actions taken on patient accounts and review online account history for accuracy.
• Identify and resolve problematic accounts through potential refunds, adjustments, and payment transfers.
• Assist patients with access issues for their MyUPMC account or telemedicine visits.
• Contact patients to discuss post-discharge appointment requirements and coordinate all appointments.

Requirements

• High School Diploma or equivalent.
• 1 year of general customer service experience.
• 6 months of call center experience.

Nice-to-haves

• Previous experience in a medical environment preferred but not required.

Benefits

• Work from home opportunity after initial training period.
• Full-time position with a structured schedule.