UPMC is excited to invite you to apply for the Contact Center Specialist position! This full-time role offers a Monday to Friday schedule with day shift hours from 8:30 AM to 5 PM, with occasional coverage from 8 AM to 4:30 PM as needed. The position may also require occasional travel to Northwest and surrounding areas for coverage. We are seeking a friendly, personable individual who is committed to delivering an exceptional experience for both our patients and employees. Apply today to join a great team and receive a robust Totals Reward package!!

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, selecting the appropriate exam, physician, and timeslot. 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.