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UPMC · 2 days ago

Patient Access Specialist I (Pediatric Allergy Immunology)

Pittsburgh, PA

Full-time

Onsite

Entry Level

1+ years exp

UPMC is seeking a full-time Patient Access Specialist I to join their Pediatric Allergy Immunology team at Children's Hospital. The role involves scheduling appointments, ensuring data integrity, and providing exceptional customer service to patients and their families.

BiotechnologyHealth CareHospitalMedical

No H1B

Security Clearance Required

Responsibilities

Review, verify and enter the patient's demographic information to ensure data integrity

Schedule appointments according to the physician templates for similar types of physicians, generally at one office or multiple session timeshares (single specialty phone room or front desk environment)

Schedule appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements

Obtain chief complaints in order to schedule appropriately

Take incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards

Understand UPMC 72-hour appointment requirement and work to ensure guidelines are met

Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.)

Treat all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program

Routinely attend department meetings and on-going in-service and training programs, to present and exchange pertinent information

Work the overflow call list and Audiocare report

Review and verify the patient's insurance information

Coordinate access to care for patients within own department or location

Monitor patient wait list report

Compile and send new patient packets or flags patient if needs to be completed upon arrival

Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc

Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging

Function at multiple sites as requested by supervisor

Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent

Give basic information to patients (directions, parking information, and required preparation for appointment)

Qualification

Outpatient clinic schedulingCharge reconciliationElectronic scheduling systemMedical terminologyMulti-line telephone systemsCustomer serviceInterpersonal skillsOrganizational skillsCommunication skills

Required

Completion of HS Diploma/equivalent and 1 year of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting will be considered

Must have experience with personal computer based applications, including email and experience with other various office equipment

Must be able to multitask at a high level

Able to interact with a variety of external and internal constituents, including patients, patients' families, internal physicians, referring physicians or their clinical/office staff, insurance companies, nurses

Must be able to learn and apply third party payer guidelines and reimbursement practices

Must be able to maintain confidential information

Must have strong interpersonal, organizational, and communication skills and be able to remain professional and courteous when dealing with sensitive issues and stressful circumstances

Licensure, Certifications, and Clearances: Act 31 Child Abuse Reporting with renewal, Act 33 with renewal, Act 34 with renewal, Act 73 FBI Clearance with renewal

Preferred

Experience in Outpatient clinic scheduling and charge reconciliation

Associates degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred

Experience with/knowledge of medical terminology and multi-line telephone systems is preferred

Electronic scheduling system experience is preferred

Basic knowledge of health insurance preferred