UPMC Tri Rivers is hiring a Part-time Patient Access Specialist for their Wexford call center. This is a Monday-Friday, daylight position. No nights, weekends, or holidays!Responsibilities:
Review, verify, and enter the patient's demographic information to ensure data integrity.
Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment).
Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
Obtain chief complaints to schedule appropriately.
Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
Understand UPMC's 72-hour appointment requirement and work to ensure guidelines are met.
Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.).
Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
Routinely attend department meetings and ongoing in-service and training programs, to present and exchange pertinent information.
Work the overflow call list and Audiocare report.
Review and verify the patient's insurance information.
Coordinate access to care for patients within their own department or location.
Monitor patient wait list reports.
Compile and send new patient packets or flag patients if need to be completed upon arrival.
Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.
Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounters for messaging.
Function at multiple sites as requested by supervisor.
Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
Give basic information to patients (directions, parking information, and required preparation for appointment).
Completion of HS Diploma/equivalent and 1 year of experience in a medical office, customer service, inbound call center (preferred), or other relevant healthcare setting will be considered. Associate's degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred. Must have experience with personal computer-based applications, including email, and experience with other various office equipment. Must be able to multitask at a high level. Able to interact with a variety of external and internal constituents, including patients, patients' families, internal physicians, referring physicians or their clinical/office staff, insurance companies, and nurses. Experience with/knowledge of medical terminology and multi-line telephone systems is preferred. Electronic scheduling system experience is preferred. Must be able to learn and apply third-party payer guidelines and reimbursement practices. Basic knowledge of health insurance is preferred. Must be able to maintain confidential information. Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances.Licensure, 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.
