Contact Center Specialist - UPMC Washington at UPMC

Washington, Pennsylvania, United States -

Full Time

Start Date

Immediate

Expiry Date

18 May, 26

Salary

0.0

Posted On

17 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Satisfaction, First Call Resolution, Scheduling Appointments, Data Integrity, Customer Service, Decision Making, Telephone System Operation, Patient Advocacy, Information Verification

Industry

Hospitals and Health Care

Description

Are you a people person who loves talking to patients and making someone's day better? Join our fun team as a Contact Center Specialist, where every call is an opportunity to shine and every phone call is a chance to create a positive impact. If you thrive in a fast-paced environment and love turning challenges into triumphs, we want to hear from 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 takes messages, when appropriate, interacting with the staff and leadership of other departments when necessary. · Review, verify and enter the patient's demographic information to ensure data integrity. · Enters or updates information in the appropriate system(s) accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days. · Follow up on any incomplete or inaccessible information to assure a completed record. · Obtains, verifies and corrects registration information of new and existing patients. · Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), 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 call to the physicians office to meet the patients needs. Location: 10 Leet Street, Washington PA, 15301 Schedule: Monday, Tuesday, & Thursday is 8am-4:30pm. Wednesday is 7:30am-4:30pm and Friday is 8am-4pm. HS Diploma or equivalent. 1-year general customer service experience. Licensure, Certifications, and Clearances: Act 34 UPMC is an Equal Opportunity Employer/Disability/Veteran

Responsibilities

The specialist will manage a multi-line telephone system, focusing on patient satisfaction and first call resolution by accurately scheduling appointments according to protocols. Responsibilities also include verifying and entering patient demographic information to maintain data integrity and acting as a patient advocate for inquiries.