• Contact Center Specialist - UPMC

    UPMC (Washington, PA)


    _Are you a people person who loves talking to patients and making someone's day better? Join our fun team as a Contact Center Specialist, where every call is an opportunity to shine and every phone call is a chance to create a positive impact. If you thrive in a fast-paced environment and love turning challenges into triumphs, we want to hear from you!_

    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 takes messages, when appropriate, interacting with the staff and leadership of other departments when necessary.

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

    + Enters or updates information in the appropriate system(s) accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days.

    + Follow up on any incomplete or inaccessible information to assure a completed record.

    + Obtains, verifies and corrects registration information of new and existing patients.

    + Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), 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 call to the physician's office to meet the patient's needs.

     

    Preferred Qualifications/Experience: We are seeking candidates who have successfully completed a Medical Assistant program as well as a minimum of three years of experience working in a physician's office setting as a Medical Assistant. This position will work in the contact center as an operator but will need medical training for the role to be able to discuss medical information with patients.

    Schedule:

    + Monday, Tuesday, & Thursday: 8:00 AM - 4:30 PM

    + Wednesday: 7:30 AM - 4:30 PM

    + Friday: 8:00 AM - 4:00 PM

    + HS Diploma or equivalent.

    + 1-year general customer service experience.Licensure, Certifications, and Clearances:

    + Act 34UPMC is an Equal Opportunity Employer/Disability/Veteran