Scheduling Specialist, Associate

Are you a dedicated professional interested in building a rewarding career?  Are you interested in a call center position that offers terrific benefits, opportunities to grow, and an excellent work-life balance and the ability to work from home post training?  Then you may be the perfect fit for our Radiology Scheduling Specialist, Associate role!  This role is based out of the Quantum One Building in the South Side of Pittsburgh or in Erie at our East Bayfront location.

After successful orientation phase the first few days, this position will be work from home!

In this role, you will:

+ Provide a world-class patient experience, focusing on Service Excellence and one-contact resolution with every patient interaction.  Assist with managing the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.

+ 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.

The Scheduling Specialist, Associate acts as an advocate for patients by providing guidance, interpretation, and education on imaging scheduling. They provide details regarding their appointment, including directions, and required preparation. They also review, verify, and enter the patients' demographic and insurance information.

If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply today!

Responsibilities:

+ Provide rotational duties to include greeting patients, answer additional phone lines and obtaining prescriptions for procedures when needed.

+ Adhere to scheduling guidelines for gathering required exam information and conveying restrictions.

+ Enter data into the computer and processes requisitions to confirm data entry.

+ Operate multi-line phone system and ACD telephone software. Follow scripted radiology format accurately and completely.

+ Enter information into the RIS system. Complete appropriate forms. Follow up on any incomplete or inaccessible information to assure a completed record.

+ Review all imaging resources on a daily basis for open slots and potential scheduling errors.

+ Enter prescriptions into the document scanner.

+ Participate in the training of new scheduling staff.

+ Schedule exams accurately, both automatically and manually, for all radiology modalities.

+ 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, financial, and insurance 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.

+ Assist patients that call with access issues for their MyUPMC account, telemedicine visit or any other on-line access concerns

+ Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.

+ Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable. Assign accounts deemed un-collectible to external collection agencies on a monthly basis.

+ Document all…