Description

Schedule: Part time, daytime hours

The Central Scheduling Representative is responsible for scheduling patient appointments for a group of physicians and serves as a front line resource to coordinate patient access to our care providers.

Responsibilities:

• Takes responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.
• Obtains chief complaints in order to schedule appropriately.
• Coordinates access to care for patients within own department or location.
• Schedules 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).
• Reviews and verify the patient's insurance information.
• Routinely attends department meetings and on-going in-service and training programs, to present and exchange pertinent information.
• Answers multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers (billing, nurse, operations lead, etc.). Work the overflow call list and Audiocare report.
• Treats all patients with respect and demonstrates the behaviors learned in the Patient Ambassador Program.
• Reviews verify and enter the patient's demographic information to ensure data integrity.
• Takes incoming calls demonstrating the essential skills documented in the Telephone Courtesy Standards.
• Schedules appointments according to the templates/departmental scripts while meeting business unit scheduling accuracy requirements.
• Gives basic information to patients (directions, parking information, and required preparation for appointment). Functions at multiple sites as requested by supervisor.
• Compiles and sends new patient packets or flags patient if needs to be completed upon arrival.
• Monitors patient wait list report.
• Understands UPMC 72-hour appointment requirement and work to ensure guidelines are met.
• Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.

Qualifications

• 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 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

Individuals hired into this role must comply with UPMC's COVID vaccination requirements upon beginning employment with UPMC. Refer to the COVID-19 Vaccination Information section at the top of this page to learn more.