Patient Access Specialist I- UPMC Vision Institute

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.
• Cookordinate access to care for patients within own department or location.
• Monitor patient wait list report.
• Compile and send new patient packets or flag patient if needs to be completed upon arrival.
• Routinely 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).

Requirements

• 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.

Qualifications

• Licensure, Certifications, and Clearances: Act 34