Contact Center Specialist

at  UPMC

Join Northwest Primary Care as a Contact Center Specialist and be a key player in delivering exceptional patient support! This full-time position offers 40 hours a week, Monday through Friday, between 7:00 a.m. and 7:00 p.m., with the potential for travel to support our other offices. You’ll assist patients with appointment scheduling, provide clerical support, and have the opportunity for cross-training in various roles. We offer a comprehensive Total Rewards benefits package to support your career and well-being. Make a meaningful impact with us today!

In this role, there is the opportunity to -

• Answer multi-line telephone system with a focus on patient satisfaction and first-call resolution, ensuring accurate appointment scheduling.
• Verify and enter patient demographic, financial, and insurance information to ensure data integrity in the system.
• Complete required forms and documents, uploading, scanning, or faxing materials for patient appointments as needed.
• Act as an advocate for patients by providing guidance on scheduling, registration, billing, and various inquiries.
• Identify and resolve patient concerns by utilizing effective decision-making skills or directing calls to appropriate departments.
• Research and resolve billing inquiries from patients and insurance carriers, adhering to departmental protocols.
• Follow-up on unpaid account balances, establishing payment plans, and coordinating with third-party payors for payments.
• Assist patients with MyUPMC account access issues or telemedicine visit concerns to ensure smooth service.
• Coordinate post-discharge appointments for patients, ensuring timely follow-up and appointment scheduling.
• Review and resolve aged trial balance accounts, addressing un-collectible accounts through external collection agencies as needed.

• Answer multi-line telephone system with a focus on patient satisfaction and first-call resolution, ensuring accurate appointment scheduling.
• Verify and enter patient demographic, financial, and insurance information to ensure data integrity in the system.
• Complete required forms and documents, uploading, scanning, or faxing materials for patient appointments as needed.
• Act as an advocate for patients by providing guidance on scheduling, registration, billing, and various inquiries.
• Identify and resolve patient concerns by utilizing effective decision-making skills or directing calls to appropriate departments.
• Research and resolve billing inquiries from patients and insurance carriers, adhering to departmental protocols.
• Follow-up on unpaid account balances, establishing payment plans, and coordinating with third-party payors for payments.
• Assist patients with MyUPMC account access issues or telemedicine visit concerns to ensure smooth service.
• Coordinate post-discharge appointments for patients, ensuring timely follow-up and appointment scheduling.
• Review and resolve aged trial balance accounts, addressing un-collectible accounts through external collection agencies as needed