UPMC Community Medicine Incorporated is hiring a full-time Contact Center Specialist to join the team at Tri-Rivers in their Wexford call center. This position works Monday-Friday, Daylight hours (8am-4:30pm) - No nights, weekends, or holidays! We are seeking a dedicated and customer-focused Contact Center Specialist to serve as the first point of contact for patients. In this role, you will act as a patient advocate, providing clear guidance and support across a range of services including scheduling, registration, billing, and insurance inquiries. Your ability to deliver courteous, accurate, and efficient service will directly contribute to patient satisfaction and the overall success of our Contact Center operations. This is a long-term, full-time opportunity for someone who thrives in a professional, team-oriented environment and is committed to delivering exceptional service. Key Responsibilities + Respond to incoming calls using a multi-line phone system, prioritizing first-call resolution and patient satisfaction + Schedule appointments in accordance with departmental protocols, ensuring appropriate provider, exam type, and time slot selection + Redirect calls and take messages when necessary, collaborating with other departments to ensure seamless communication + Accurately verify and enter patient demographic, financial, and insurance information into the appropriate systems + Prepare and process patient documentation, including forms, scans, uploads, and faxes + Follow up on incomplete records to ensure all patient information is complete and up to date + Mail new patient packets and manage medication refill requests + Educate patients on appointment logistics, billing processes, claim status, and other inquiries + Assess patient concerns and determine appropriate action, whether resolving the issue directly or escalating to clinical staff or physician offices + Investigate and respond to billing inquiries via phone, email, or web, and follow up on unpaid balances + Establish and monitor payment plans in accordance with department policies + Provide guidance on financial assistance programs available through local, state, and federal agencies + Support patients with online access issues, including MyUPMC accounts and telemedicine visits + Coordinate post-discharge appointments and ensure all follow-up care is scheduled appropriately + Review aged account balances and take action to minimize days in accounts receivable + Assign uncollectible accounts to external collection agencies and document all account activity + Audit account histories and explanation of benefits (EOBs) to confirm billing accuracy and payment posting + Resolve credit balance accounts through refunds, adjustments, or transfers to bring balances to zero + Ensure compliance with Fair Debt Collection Practices and all applicable regulations + Perform additional duties as assigned in alignment with organizational standards and competencies + HS Diploma or equivalent + 1 year general customer service experience + Prior medical experience preferred + Call Center experience preferred + Computer & Epic experience preferred **Licensure, Certifications, and Clearances:** + Act 34 **UPMC is an Equal Opportunity Employer/Disability/Veteran**