Contact Center Specialist- Wexford

UPMC Tri Rivers Musculoskeletal Center is looking for a full-time Contact Center Specialist to join our team! This in-office position offers a consistent Monday-Friday schedule from 8:00 AM to 4:30 PM. We pride ourselves on maintaining a professional, team-oriented environment with a great working atmosphere.

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 take messages, when appropriate, interacting with the staff and leadership of other departments when necessary.
• Review, verify, and enter the patient's demographic, financial, and insurance information to ensure data integrity.
• Enters or updates information in the appropriate system(s) accurately, verifies and revises existing information on patients who have not been interviewed within the past 30 days.
• Complete forms, upload, scan, or fax documents as required for patient appointments. Follow up on any incomplete or inaccessible information to ensure a completed record. Obtains, verifies, and corrects registration information of new and existing patients. Mail new patient packets before scheduled appointments and handle medicine refill requests.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointments), billing, claims, 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 the call to the physician's office to meet the patient's needs. Research, resolve, and respond to email, web, and telephone billing inquiries from patients and insurance carriers per departmental protocols.
• Complete follow-up on unpaid account balances. Contact guarantors, third-party payors, and/or other outside agencies for payment of balances due. Establish reasonable payment plans according to department policies; set up payment arrangement in the system and monitors payments for consistency and timeliness. Counsel patients on various local, state, and federal agencies, which may be available to assist with funding of health care.
• Assist patients who call with access issues for their MyUPMC account, telemedicine visit, or any other online access concerns.
• Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.
• Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure the lowest number of days possible on accounts receivable. Assign accounts deemed un-collectible to external collection agencies every month.
• Document all actions taken on a patient account. Review online account history and EOB's to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
• Identify and take action toward the resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring the balance to zero. Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions.
• Performs under system-wide competencies/behaviors. Performs other duties as assigned.