Contact Center Specialist

University of Pittsburgh Medical Center - Pittsburgh, PA

Full-time - Entry Level

Remote - Pittsburgh, PA

Hospitals

About the position

The Contact Center Specialist at UPMC will serve as the first line of contact for patients at the Heart and Vascular Institute. This role is essential in providing guidance and support for scheduling, registration, billing, and various patient inquiries, ensuring a high level of patient satisfaction and efficient resolution of issues. The position offers a remote work opportunity after training and requires a commitment to maintaining call servicing and quality standards.

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 the appropriate systems accurately, verifying and revising existing information on patients that 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 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, interpretation, and education on scheduling, registration, billing, claims, and various patient-related inquiries.
• Identify and take action to 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 and timeliness.
• Counsel patients on local, state, and federal agencies that may assist with funding healthcare.
• Assist patients with access issues for their MyUPMC account or telemedicine visits.
• Contact patients to discuss post-discharge appointment requirements and coordinate all appointments.
• Review and take action on accounts on aged trial balance reports to ensure timely resolution of accounts receivable.
• Assign un-collectible accounts to external collection agencies monthly and document all actions taken on patient accounts.
• Review online account history and EOBs to ensure all payers have been billed accurately and validate payments and adjustments posted.
• Identify, review, and research credit balance accounts and potential refunds to bring account balances to zero.
• Adhere to Fair Debt Collection Practices Guidelines and understand applicable laws and regulations.

Requirements

• High school diploma or GED
• 1 year of general customer service experience