Scheduling Specialist, Associate

This role is based out of Erie at our East Bayfront location. We offer terrific benefits, opportunities to grow, an excellent work-life balance, and the ability to work from home post-training. A monthly incentive program is available based on performance and 3 months of employment.

About the Role

Under the general direction of the Supervisor, Scheduling Services, the Scheduling Specialist Associate ensures a world-class, patient-centric experience of Service Excellence through every interaction. This role aligns with UPMC’s Core Values and Scheduling Services Mission & Vision, creating an industry-leading patient experience during each interaction.

The Scheduling Specialist Associate performs all aspects of scheduling duties across the UPMC Scheduling Center, serving as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration, and various patient-related inquiries. The role involves efficient and courteous resolution of verbal and written patient inquiries while interacting with patients, physicians, families, hospital personnel, and referring office staff.

Responsibilities

• Provide a world-class patient experience, focusing on Service Excellence and one-contact resolution with each interaction.
• Assist with managing Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, written communication, and online interactions.
• Schedule patient appointments accurately and timely, prioritizing patient satisfaction and first-call resolution while adhering to department protocols.
• Follow Scheduling Services guidelines for obtaining patient information, conveying proper exam instructions, and ensuring data integrity by reviewing and updating demographic and insurance information.
• Follow up on incomplete or inaccessible information to ensure complete patient records.
• Research inquiries from patients, physicians, and office staff, documenting actions required to close out inquiries in accordance with quality guidelines.
• Act as a patient advocate by providing guidance, interpretation, and education on scheduling, resources, registration (directions, parking, appointment preparation), and other patient-related inquiries.
• Conduct outbound service calls to discuss post-discharge appointment requirements, including follow-up and coordination of appointments.
• Drive First Call Resolution by completing necessary outreach calls on behalf of the patient, interacting with office staff and department leaders as needed.
• Serve as a mentor to newly hired staff, role-modeling service excellence and a patient-centric experience.
• Attend all Scheduling Services meetings, trainings, and educational discussions as scheduled.
• Provide exemplary customer service by being proactive and responsive to all patient and physician requests.
• Remain current on departmental policies, procedures, plan benefit designs, and modifications.
• Communicate effectively, efficiently, and courteously with managers, supervisors, and team leaders.
• Maintain employee and patient confidentiality at all times.

Requirements

• High School Graduate.
• Minimum of one year of experience in a Customer Service and/or Call Center Environment.
• Commitment to Service Excellence as a way of thinking and attitude.
• Ability to help others embrace the spirit of service and provide a high level of service excellence.
• Proven success in finding innovative solutions to enhance the patient experience.
• Excellent organizational, interpersonal, and communication skills (written and oral).
• Strong ability to make independent decisions.
• Proficient in Microsoft Office and Excel preferred.
• Strong problem-solving abilities to evaluate and address patient/physician inquiries.
• Desire to help others and portray empathy in all situations.
• Demonstrated flexibility and motivation to learn and grow in the role.
• Complete and thorough understanding of "Excellence in Service" requirements.

Licensure, Certifications, and Clearances

UPMC is an Equal Opportunity Employer/Disability/Veteran.