Purpose:
Responsible for working with patients by telephone in a fast-paced Communication Center environment by performing a variety of clerical and administrative tasks.
Responsibilities:
- Notifies patients of appointment and informs them of necessary information including insurance cards and co-pays for their scheduled appointment.
- Answers patient telephone inquiries for the SHMG Physician Finder Service and assists patients in locating a care provider to meet the patient's needs.
- Assists with contacting and rescheduling patients when providers schedules change.
- Actively practice behaviors associated with Service Excellence expectations. Smile at and greet everyone enthusiastically, treat everyone with respect, dignity and C.A.R.E.2. Be an ambassador for UPMC. Provide the best C.A.R.E.2 for our patients no matter what. Know and follow all organizational/departmental policies/procedures. Assume responsibility for personal development and education. Incorporate leading/evidence-based practice in quality/safety into everyday work. Commit to high quality, safe work; encourage others to have similar standards. Identify processes/systems that could lead to inefficient practices, unsafe conditions, errors or adverse events. Avoid shortcuts to ensure quality and safety measures are not circumvented. Encourage patient and family involvement in processes involving patient safety. Speak up with other service partners to ensure high quality and safety. Report serious events/incidents per policy.
- Schedules patients in a computerized practice management system and maintains appointment schedule by following office scheduling policies
- Directs phone calls to proper destination or takes messages as needed.
- Create, maintain, and enter information into databases.
- Compile, copy, sort, and file records of office activities, business transactions, and other activities.
- High school diploma or equivalent required.
- Two years experience working in a physician's office or medical field required.
- Associates degree required in lieu of experience.
- Experience in a telephone communication center preferred.
Licensure, Certifications, and Clearances:
UPMC is an Equal Opportunity Employer/Disability/Veteran
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