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Contact Center Representative

4 weeks ago

Pittsburgh, Pennsylvania, United States UPMC Full time

We are seeking a highly skilled Contact Center Specialist to join our team at UPMC. In this role, you will serve as the first point of contact for patients, providing guidance, interpretation, and education on scheduling, registration, billing, and various patient-related inquiries.

Key Responsibilities:

  • Answer multi-line telephone system with a clear focus on patient satisfaction and first call resolution.
  • Redirect telephone calls and take messages, interacting with staff and leadership of other departments when necessary.
  • Review, verify, and enter patient demographic, financial, and insurance information to ensure data integrity.
  • Complete forms, upload, scan, or fax documents as required for patient appointments.
  • Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, billing, and various patient-related inquiries.
  • Identify and take action to address patient concerns by utilizing effective decision-making skills.
  • Research, resolve, and respond to email, web, and telephone billing inquiries from patients and insurance carriers.
  • Complete follow-up on unpaid account balances and establish reasonable payment plans according to department policies.
  • Counsel patients on various local, state, and federal agencies that may be available to assist with funding of healthcare.

Requirements:

  • HS Diploma or equivalent.
  • 1-year general customer service experience.
  • Act 34 clearance.

UPMC is an Equal Opportunity Employer/Disability/Veteran. We are committed to diversity and inclusion in the workplace.