Scheduling Specialist, Associate - Northshore Neurology

UPMC's Northshore Neurology is seeking a Scheduling Specialist, Associate to join their team! This full-time position will work Monday through Friday from 8:00am to 4:30pm. No holidays, evenings or weekends are required. 

What Can UPMC Do for You?

• A career path that provides you with the right experience to be successful in the position you want to obtain now and, in the future
• Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
• Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
• Competitive pay for the work that you do

Responsibilities:

• Provide a World Class patient experience, focusing on Service Excellence and one contact resolution with each and every patient interaction. Assist with the management of the Scheduling Center volume and performance by ensuring efficiency on inbound calls, outreach calls, cohesive written communication, and online interactions.

• Schedule patient appointments accurately and timely, with a dedication to patient satisfaction and first call resolution while utilizing department protocols to schedule appointments, ensuring the appropriate exam, physician, and timeslot are utilized. Adhere to Scheduling Services guidelines for obtaining patient information while conveying the proper exam instructions and information.

• Review and update the patient's demographic and insurance information to ensure data integrity and revising existing information on patients. Follow up on any incomplete or inaccessible information to ensure complete patient records.

• Research inquiries from UPMC Scheduling Services patients, physicians, and office staff, including follow-up, documenting actions required to close out the inquiry in accordance with quality guidelines, as applicable. This includes communicating the issue to the Supervisor and Scheduling Services Leadership.

• Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, scheduling resources, registration (directions, parking information, and required preparation for appointment, etc.), and various patient related inquiries.

• Conduct outbound service calls in accordance with departmental initiatives. Contact patients to discuss their post-discharge appointment requirements, including follow up and coordination of appointments for the patient.

• Drive First Call Resolution on every inquiry by completing all necessary outreach calls on behalf of the patient, including interacting with the office staff and department leaders as necessary to ensure the patient-centric experience.

• Serve as a mentor to newly hired staff members, role modelling 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 UPMC Scheduling Services patient and physician requests.

• Remain current on all departmental policies, procedures, plan benefit designs, and modifications.

• Communicate with all managers, supervisors, and team leaders effectively, efficiently, and courteously.

• Maintain employee and patient confidentiality at all times.