Join our team of Life Changers!

UPMC is hiring a full-time Patient Access Specialist I to support the Pediatric Cardiology team/office at the Children's Hospital in Pittsburgh.

Shift/Hours: Monday-Friday, daylight shifts from 8:00am - 4:30pm. No weekends or holidays!

Opportunities for growth, excellent benefits, a pleasant work environment, and friendly team are just a few of our perks. Apply today!

About the dept/team:

Join the Pediatric Heart Institute, a growing and dynamic division dedicated to delivering exceptional care to pediatric patients and their families. In this role, you will be an integral member of a collaborative scheduling team that supports Pediatric Cardiologists across 15 locations. We are seeking a highly motivated professional who thrives in a fast-paced, high-volume environment, excels at managing multiple priorities, and maintains strong attention to detail while adapting to changing needs. This is an excellent opportunity for someone who enjoys problem-solving, teamwork, and making a meaningful impact on the patient experience.

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.

+ Knowledgeable about various reasons for patient calls such as prescription refills, how to triage clinical issues, participating insurances, questions about physicians, etc.

+ Take responsibility to escalate to appropriate clinical or supervisory personnel when needed, including thorough and accurate documentation of telephone encounter for messaging.

+ Function at multiple sites as requested by supervisor.

+ Answer multi-line telephone system. The number of calls taken must be within 90% of the daily average calls per day per agent.

+ Give basic information to patients (directions, parking information, and required preparation for appointment).

+ 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 will be considered

+ Associates degree and 6 months of experience in a medical office, customer service, inbound call center (preferred), or other relevant health care setting preferred

+ 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

+ Experience with/knowledge of medical terminology and multi-line telephone systems is preferred

+ Electronic scheduling system experience is preferred

+ Must be able to learn and apply third party payer guidelines and reimbursement practices

+ Basic knowledge of health insurance preferred

+ 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

Licensure, Certifications, and Clearances:

+ Act 31 Child Abuse Reporting with renewal

+ Act 33 with renewal

+ Act 34 with renewal

+ Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran