UPMC · 1 day ago
Scheduling Specialist, Associate
United States
Full-time
Remote
Entry Level
1+ years expUPMC University of Pittsburgh Physicians is hiring a Full-Time Scheduling Specialist, Associate to help support their scheduling services contact center. The role involves providing a patient-centric experience through scheduling duties, managing patient inquiries, and ensuring service excellence during each interaction with patients and healthcare providers.
BiotechnologyHealth CareHospitalMedical
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
Qualification
Required
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
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
Preferred
Proficient in Microsoft Office and Excel preferred
Benefits
Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
Competitive pay for the work that you do
Company
UPMC
UPMC is one of the leading nonprofit health systems in the United States. A $10 billion integrated global health enterprise headquartered
10001+ employees
H1B Sponsorship
UPMC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (7)
2023 (4)
2022 (7)
2021 (7)
2020 (13)
Funding
Current Stage
Late StageTotal Funding
$0.46MKey Investors
Appalachian Regional Commission
2024-09-18Grant· $0.46M
Leadership Team
Leslie Davis
Chief Executive Officer
Frederick M. Hargett
Chief Financial Officer
Recent News
Business Feed
2025-11-28
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2025-11-24
2025-11-11
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