Join our team of Life Changers!
UPMC is hiring a full-time Patient Access Specialist I to support the Pediatric Cardiology team/office at the Children's Hospital in Pittsburgh.
Shift/Hours: Monday-Friday, daylight shifts from 8:00am - 4:30pm. No weekends or holidays!
Opportunities for growth, excellent benefits, a pleasant work environment, and friendly team are just a few of our perks. Apply today!
About the dept/team:
Join the Pediatric Heart Institute, a growing and dynamic division dedicated to delivering exceptional care to pediatric patients and their families. In this role, you will be an integral member of a collaborative scheduling team that supports Pediatric Cardiologists across 15 locations. We are seeking a highly motivated professional who thrives in a fast-paced, high-volume environment, excels at managing multiple priorities, and maintains strong attention to detail while adapting to changing needs. This is an excellent opportunity for someone who enjoys problem-solving, teamwork, and making a meaningful impact on the patient experience.
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).
- 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
- Associates degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred
- 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
- Experience with/knowledge of medical terminology and multi-line telephone systems is preferred
- Electronic scheduling system experience is preferred
- Must be able to learn and apply third party payer guidelines and reimbursement practices
- Basic knowledge of health insurance preferred
- 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
UPMC is an Equal Opportunity Employer/Disability/Veteran