UPMC Absolute Primary Care is hiring a full-time Contact Center Specialist. This is a Monday-Friday, daylight position with a hybrid option after training. No nights, weekends, or Holidays. If you are looking for a position where you can use your customer service skills in a fast-paced environment, this could be the position for you!Responsibilities:
Answer multi-line telephone system, with a clear focus on patient satisfaction and first-call resolution while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized.
Redirect telephone calls and take messages, when appropriate.
Review, verify, and enter the patient's demographic, financial, and insurance information to ensure data integrity.
Complete forms, upload, scan, or fax documents as required for patient appointments.
Follow up on any incomplete or inaccessible information to ensure a completed record.
Obtains, verifies, and corrects 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 (directions, parking information, and required preparation for appointments), billing, claims, and various patient-related inquiries.
Identify and take action to address patient concerns by utilizing effective decision-making skills to know when to handle the call, send the call to in-house clinical staff, or send the call to the physician’s office to meet the patient’s needs.
Research, resolve, and respond to email, web, and telephone billing inquiries from patients and insurance carriers per departmental protocols.
Complete follow-up on unpaid account balances. Contact guarantors, third-party payors, and/or other outside agencies for payment of balances due. Establish reasonable payment plans according to department policies; set up payment arrangement in the system and monitors payments for consistency and timeliness. Counsel patients on various local, state, and federal agencies, which may be available to assist with funding of health care.
Assist patients who call with access issues for their MyUPMC account, telemedicine visit, or any other online access concerns.
Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.
Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure the lowest number of days possible on accounts receivable.
Assign accounts deemed un-collectible to external collection agencies monthly.
Document all actions taken on a patient account. Review online account history and EOBs to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
Identify and take action toward the resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring the balance to zero.
Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions.
HS Diploma or equivalent ; 1 year general customer service experienceLicensure, Certifications, and Clearances:
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UPMC is an Equal Opportunity Employer/Disability/VeteranUPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as PRIDE Health or UPMC ENABLED (Empowering Abilities and Leveraging Differences) Network, which support the implementation of our diversity strategy.