Contact Center Specialist

$35,235 - $53,810/Yr

University of Pittsburgh Medical Center - Franklin, PA

Full-time

Franklin, PA

Hospitals

About the position

The Contact Center Specialist position at UPMC is a full-time role focused on providing exceptional service to patients and employees. The specialist will manage a multi-line telephone system, ensuring patient satisfaction through effective communication and appointment scheduling. This role requires attention to detail in maintaining accurate patient records and addressing inquiries related to scheduling, billing, and general concerns.

Responsibilities

• Answer a multi-line telephone system with a focus on patient satisfaction, ensuring first call resolution while scheduling appointments in alignment with department protocols.
• Verify and enter patient demographic, financial, and insurance details to maintain data accuracy, updating records for patients who have not been interviewed in the past 30 days.
• Accurately enter or update patient information in the appropriate system(s), ensuring revisions are made as needed to maintain up-to-date and complete records.
• Complete, upload, scan, or fax necessary forms and documents for patient appointments, following up on any missing or incomplete information to ensure a complete patient record.
• Serve as a patient advocate by providing clear guidance on scheduling, registration, billing, claims, and general inquiries, ensuring a seamless experience for patients.
• Address patient concerns by using sound decision-making to handle calls, refer to clinical staff, or escalate to physicians as needed. Resolve billing inquiries via email, web, or phone in accordance with departmental protocols.
• Manage follow-up on unpaid account balances by contacting guarantors, insurance payors, and third-party agencies for payment, establishing payment plans, and ensuring timely payments are made.
• Review and resolve aged trial balance accounts and assigned work queues, ensuring accounts receivable are minimized and assigning un-collectible accounts to external collections, as appropriate, while adhering to collection protocols.

Requirements

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

Benefits

• Robust Total Rewards package