Contact Center Specialist (Scheduling)

POSTED ON 10/29/2022 AVAILABLE BEFORE 2/19/2023
UPMC Hired Organization Address Pittsburgh, PA Full Time

Job Posting for Contact Center Specialist (Scheduling) at UPMC


Job Summary:

At UPMC, we’re all here for the same reason — to make Life Changing Medicine happen. Join our team and you will play a unique and important role in our mission to change healthcare for the better.

Why Join UPMC?

We don’t just take care of patients — we take care of our team, too. And we have the data to prove it. In addition to the benefits you’d expect from an industry leader, you can expect:

  • AWARD-WINNING WORKPLACE: Ranked #1 for Best Places to Work for Women & Diverse Managers. And 2020 Corporate Equality Index.

  • A recent study showed that UPMC benefits are 20% higher in value than other healthcare providers in our market.

  • Competitive pay and incentive program

  • Tuition reimbursement

  • Opportunities to grow in your career at UPMC

  • Opportunity to work from home after training - Training will be onsite in Pittsburgh, PA and could last up to a few months 

  • Monthly incentive program (based off of performance and location after three months of employment)

UPMC has full-time opportunities available for their Contact Center Specialist role. In this role, you will provide customer service to patients on their scheduling needs.

The Contact Center Specialist role is based at the Quantum One Building in the South Side of Pittsburgh.  Typical schedules are Monday through Friday during daylight hours.

If you are enthusiastic about assisting others in a customer service role and think you are up for the challenge, apply today!


  • Answer multi-line telephone system while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized. Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary.

  • Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity. Enter or update information in the appropriate system(s) accurately, verify and revise existing information on patients that have not been interviewed within the past 30 days.

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

  • Complete forms, upload, scan, or fax documents as required for patient appointment. Follow up on any incomplete or inaccessible information to assure a completed record. Obtain, verify, and correct registration information of new and existing patients.  Mail new patient packets prior to scheduled appointment and handle medicine refill requests.

  • Contact patients to discuss their post-discharge appointment requirements; follow up and coordinate all appointments for the patient.

  • Document all actions taken on a patient account.

  • Identify and take action to address patient concerns by utilizing effective decision making skills to know when to handle the call, send the call to in house clinical staff or send call to the physician's office to meet the patient's needs.


  • HS Diploma or equivalent

  • 1 year general customer service experience

Licensure, Certifications, and Clearances:

  • Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran

At UPMC, we strive to ensure that diversity, inclusion, dignity, respect, and cultural awareness is at the core of everything we do. By fostering an environment where every member of our team has a voice, regardless of race, ethnicity, gender identity, sexual orientation, faith, age, or culture, we aim to emphasize a simple point: who you are is important, and who you are has a place at UPMC.

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