QUALIFICATIONS:

• High School Graduate.
• Minimum of one year experience in a Customer Service and / or Call Center Environment Required.
• Service Excellence as a way of thinking and the attitude that is portrayed.
• Ability to help others embrace the spirit of service and provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal and communication skills, both written and oral.
• Strong ability to make independent decisions required.
• Proficient in Microsoft Office and Excel preferred.
• Strong problem-solving abilities necessary to evaluate and address patient / physician inquiries.
• Must have a desire to help others and portray empathy in all situations.
• Demonstrated flexibility and motivation to learn & grow in the role.
• Complete and thorough understanding of ‘Excellence in Service’ requirements.

PURPOSE:

Under the general direction of the Supervisor, Scheduling Services, the Scheduling Specialist Associate, Scheduling Services will ensure a World Class, patient-centric experience of Service Excellence through every interaction with UPMC Scheduling Services. This patient-centric experience will align with not only the Scheduling Services Mission & Vision but the UPMC Core Values, creating an Industry Leading patient experience during each and every interaction. The Scheduling Specialist Associate, Scheduling Services will perform all aspects of scheduling duties across the UPMC Scheduling Center by serving as an advocate for UPMC patients, providing guidance, interpretation, and education on scheduling, registration and various patient related inquiries. The Scheduling Specialist Associate, Scheduling Services is responsible for efficient and courteous resolution to verbal and written patient inquiries, ensuring satisfaction while interacting patients, physicians, families, hospital personnel, referring physicians and office staff, etc. The Scheduling Specialist Associate, Scheduling Services will achieve their quality, production, and customer satisfaction goals while adhering to UPMC Values and Culture of Service Excellence.

RESPONSIBILITIES:

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.
• Schedule patient appointments accurately and timely, with a dedication to patient satisfaction and first call resolution while utilizing department protocols to schedule appointments, ensuring the appropriate exam, physician, and timeslot are utilized. Adhere to Scheduling Services guidelines for obtaining patient information while conveying the proper exam instructions and information.
• Review and update the patient’s demographic and insurance information to ensure data integrity and revising existing information on patients. Follow up on any incomplete or inaccessible information to ensure complete patient records.
• Research inquiries from UPMC Scheduling Services patients, physicians, and office staff, including follow-up, documenting actions required to close out the inquiry in accordance with quality guidelines, as applicable. This includes communicating the issue to the Supervisor and Scheduling Services Leadership.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, scheduling resources, registration (directions, parking information, and required preparation for appointment, etc.), and various patient related inquiries.
• Conduct outbound service calls in accordance with departmental initiatives. Contact patients to discuss their post-discharge appointment requirements, including follow up and coordination of appointments for the patient.
• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the patient, including interacting with the office staff and department leaders as necessary to ensure the patient-centric experience.
• Serve as a mentor to newly hired staff members, role modelling service excellence and a patient-centric experience.
• Attend all Scheduling Services meetings, trainings and educational discussions as scheduled.
• Provide exemplary customer service by being proactive and responsive to all UPMC Scheduling Services patient and physician requests.
• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.
• Communicate with all managers, supervisors, and team leaders effectively, efficiently, and courteously.
• Maintain employee and patient confidentiality at all times.