Contact Center Specialist Jobs for OPT Students

We are seeking a dedicated Contact Center Specialist Senior to join our team at 200 Delafield Road – Suite 2040, Pittsburgh, PA 15238. This Part‑time position operates 7:30 a.m. to 4:00 p.m. and is responsible for delivering exceptional customer support through inbound and outbound communications. The ideal candidate is professional, detail‑oriented, and committed to providing a positive experience for every caller. This role requires on‑site training; however, the position transitions to remote work upon successful completion of training.

Responsibilities:

• 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 take 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.
• Enter or update information in Epic accurately, verify and revise existing information on patients that have not been interviewed within the past 30 days.
• Complete forms, upload, scan, or fax documents as required for patient appointment. Follow up on any incomplete or inaccessible information to assure a completed record.
• Obtain, verify and correct registration information of new and existing patients. Mail new patient packets prior to scheduled appointment and handle medicine refill requests.
• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.
• Identify and take action to address patient concerns by utilizing effective decision making skills to know when to handle the call, send the call to in house clinical staff or send call to the physicians office to meet the patients needs.
• Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
• Complete follow‑up on unpaid account balances. Contact guarantors, third party payors, and/or other outside agencies for payment of balances due.
• Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitor payments for consistency and timeliness.
• Counsel patients on various local, state and federal agencies, which may be available to assist with funding of health care.
• 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 actions taken on a patient account. Review on‑line account history and EOB's to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
• Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
• Identify and take action towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring balance to zero.
• Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions.
• 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.
• Perform in accordance with system‑wide competencies/behaviors. Perform other duties as assigned.

Senior Specific Duties:

• Additional Pods, modalities, physicians
• Answer questions from other agents
• Actively participate in patient service recovery scenarios
• Identify and escalate access issues and/or challenges to Access leadership team
• Participate in side by side training

Basic Qualifications:

• HS Diploma or equivalent
• 1 year general customer service AND 6 months call center experience

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran