Patient Access Specialist I-Abdominal Transplant

UPMC•Pittsburgh, PA

18h

About The Position

This role typically functions under the direction of the Supervisor/Manager responsible for patient access. The Patient Access Specialist I is responsible for scheduling appointments for a similar group or specialty of physicians, generally at one location or multiple session timeshares. They serve as the front-line resource for PSD Departments to coordinate external public access to care providers and ensure the goal of 72-hour patient access is met.

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.
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.
Must be able to learn and apply third party payer guidelines and reimbursement practices.
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.
Act 34

Nice To Haves

Associates degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred.
Inbound call center experience preferred.
Experience with/knowledge of medical terminology and multi-line telephone systems is preferred.
Electronic scheduling system experience is preferred.
Basic knowledge of health insurance preferred.

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.
Coordinate access to care for patients within own department or location.
Monitor patient wait list report.
Compile and send new patient packets or flags patient if needs to be completed upon arrival.
Function at multiple sites as requested by supervisor.
Answer multi-line telephone system. The number of calls taken must be within 90%25 of the daily average calls per day per agent.
Give basic information to patients (directions, parking information, and required preparation for appointment).