UPMC
UPMC Community Medicine Incorporated is hiring a full-time Contact Center Specialist to join the team at Tri-Rivers in their Wexford call center. This position works Monday-Friday, Daylight hours (8am-4:30pm) - No nights, weekends, or holidays!
We are seeking a dedicated and customer-focused Contact Center Specialist to serve as the first point of contact for patients. In this role, you will act as a patient advocate, providing clear guidance and support across a range of services including scheduling, registration, billing, and insurance inquiries. Your ability to deliver courteous, accurate, and efficient service will directly contribute to patient satisfaction and the overall success of our Contact Center operations.
This is a long-term, full-time opportunity for someone who thrives in a professional, team-oriented environment and is committed to delivering exceptional service.
Key Responsibilities
Respond to incoming calls using a multi-line phone system, prioritizing first-call resolution and patient satisfaction
Schedule appointments in accordance with departmental protocols, ensuring appropriate provider, exam type, and time slot selection
Redirect calls and take messages when necessary, collaborating with other departments to ensure seamless communication
Accurately verify and enter patient demographic, financial, and insurance information into the appropriate systems
Prepare and process patient documentation, including forms, scans, uploads, and faxes
Follow up on incomplete records to ensure all patient information is complete and up to date
Mail new patient packets and manage medication refill requests
Educate patients on appointment logistics, billing processes, claim status, and other inquiries
Assess patient concerns and determine appropriate action, whether resolving the issue directly or escalating to clinical staff or physician offices
Investigate and respond to billing inquiries via phone, email, or web, and follow up on unpaid balances
Establish and monitor payment plans in accordance with department policies
Provide guidance on financial assistance programs available through local, state, and federal agencies
Support patients with online access issues, including MyUPMC accounts and telemedicine visits
Coordinate post-discharge appointments and ensure all follow-up care is scheduled appropriately
Review aged account balances and take action to minimize days in accounts receivable
Assign uncollectible accounts to external collection agencies and document all account activity
Audit account histories and explanation of benefits (EOBs) to confirm billing accuracy and payment posting
Resolve credit balance accounts through refunds, adjustments, or transfers to bring balances to zero
Ensure compliance with Fair Debt Collection Practices and all applicable regulations
Perform additional duties as assigned in alignment with organizational standards and competencies
HS Diploma or equivalent
1 year general customer service experience
Prior medical experience preferred
Call Center experience preferred
Computer & Epic experience preferred
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran
We are seeking a dedicated and customer-focused Contact Center Specialist to serve as the first point of contact for patients. In this role, you will act as a patient advocate, providing clear guidance and support across a range of services including scheduling, registration, billing, and insurance inquiries. Your ability to deliver courteous, accurate, and efficient service will directly contribute to patient satisfaction and the overall success of our Contact Center operations.
This is a long-term, full-time opportunity for someone who thrives in a professional, team-oriented environment and is committed to delivering exceptional service.
Key Responsibilities
Respond to incoming calls using a multi-line phone system, prioritizing first-call resolution and patient satisfaction
Schedule appointments in accordance with departmental protocols, ensuring appropriate provider, exam type, and time slot selection
Redirect calls and take messages when necessary, collaborating with other departments to ensure seamless communication
Accurately verify and enter patient demographic, financial, and insurance information into the appropriate systems
Prepare and process patient documentation, including forms, scans, uploads, and faxes
Follow up on incomplete records to ensure all patient information is complete and up to date
Mail new patient packets and manage medication refill requests
Educate patients on appointment logistics, billing processes, claim status, and other inquiries
Assess patient concerns and determine appropriate action, whether resolving the issue directly or escalating to clinical staff or physician offices
Investigate and respond to billing inquiries via phone, email, or web, and follow up on unpaid balances
Establish and monitor payment plans in accordance with department policies
Provide guidance on financial assistance programs available through local, state, and federal agencies
Support patients with online access issues, including MyUPMC accounts and telemedicine visits
Coordinate post-discharge appointments and ensure all follow-up care is scheduled appropriately
Review aged account balances and take action to minimize days in accounts receivable
Assign uncollectible accounts to external collection agencies and document all account activity
Audit account histories and explanation of benefits (EOBs) to confirm billing accuracy and payment posting
Resolve credit balance accounts through refunds, adjustments, or transfers to bring balances to zero
Ensure compliance with Fair Debt Collection Practices and all applicable regulations
Perform additional duties as assigned in alignment with organizational standards and competencies
HS Diploma or equivalent
1 year general customer service experience
Prior medical experience preferred
Call Center experience preferred
Computer & Epic experience preferred
Licensure, Certifications, and Clearances:
Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran