Consumer Service Concierge - Lead

Purpose:

Do you have experience as a Consumer Service Concierge?  Are you looking to grow your career?  UPMC Corporate Revenue Cycle is hiring a Consumer Service Concierge Lead to support the Customer Service department.  This role will work Monday through Friday during regular business hours at the Professional Billing Office in Camp Hill.

The Consumer Service Concierge Lead functions as the first line of contact for patients and insurance companies by providing support for patients and insurance companies who initiate contact with the UPMC Consumer Service department.  The Consumer Service Concierge acts as an advocate for patients by providing guidance, interpretation, and education on billing, claim status, out-of-pocket liabilities, documentation, and various patient related inquires. They are responsible for efficient, timely, accurate, and courteous resolution to verbal and written inquiries, while ensuring internal and external patient satisfaction, maintaining call service and quality standards, and adhering to the UPMC values. This employee typically functions under the direction of the Supervisor/Manager.

If you are looking to grow your career on the Consumer Service Team, apply today!

Responsibilities:

• Answer multi-line telephone system, with a clear focus on patient satisfaction and first call resolution while reviewing and resolving patient related billing and self-pay concerns.
• Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary.
• Review and verify patient's demographic, financial, and insurance information to ensure data integrity
• Enter or update information in the appropriate system(s) accurately, and verify and revise existing information on patients.
• Identify and take action to address patient concerns by utilizing effective decision-making skills to know when to handle the call and when to send the call to in house escalation or management staff to meet the patient's 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.
• Identify and act 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.
• Counsel patients on UPMC options for financial assistance.
• Provide financial education to patients on insurance matters.
• Ensure effective communication to patients.
• Review and act on accounts in assigned work queues meeting specified criteria.
• Document all actions taken on a patient account.
• Review on-line account history and EOB's 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.
• Escalate concerns within the department when appropriate.
• Perform and handle patient interactions with UPMC system-wide competencies/behaviors.
• Perform other duties as assigned.
• Lead Specific Duties: Receive, investigate, respond to, and diffuse complex, escalated, high risk issues including service recovery; Special projects/assignments; CRM follow-up/resolution ownership; Participate in outreach and/or conversations with internal customers/departments; Assist the Supervisor or Manager as directed; Responsible for reporting trends to Supervisor/Management; Assist in maintaining standards of work for the Consumer Service Center; Monitor and review/complete all Consumer Contact Center Epic account work queues; Train new staff as needed; Serve as Department Super Users; Serve as an employee advocate resource and troubleshooter for the Consumer Service Center; Represent the direction from management as a lead and be empowered to make decisions as directed; Attend department meetings and on-going in-service and training programs; Perform in accordance with system-wide competencies/behaviors; Perform other duties as assigned to assist the operations of the Consumer Service Center.