• Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems and answer questions • Be able to effectively listen and communicate revenue cycle outcomes or processes with caller • Be familiar with and understand payor and state rules and regulations and client information • Adhere to all company policies and procedures • Other duties as assigned

• Handle a large call volume while ensuring quality customer service and patient satisfaction • Follow-up on all issues not resolved during conversation with patient/guarantor • Ability to complete other related customer service duties as assigned • Answer patient calls within the guidelines of call center metric objectives • Ensure appropriate HIPAA compliance guidelines • Adhere to work schedule and follow call center phone procedures • Maintain professionalism and confidentiality

• Provide Level 2 operational support for Palantir environments • Investigate and resolve incidents and production issues • Support problem management activities • Analyse logs and monitoring data • Troubleshoot application and platform issues • Support integrations and interfaces between systems • Work within ITIL aligned operational processes • Escalate and coordinate issues where required • Support platform stability and operational excellence

Role Description Do you have experience as a Consumer Service Concierge? Are you looking to grow your career? UPMC Corporate Revenue Cycle is hiring a Consumer Service Concierge Lead to support the Customer Service department! This role will work Monday through Friday from 8:30am until 5:00pm. The position is work from home eligible! The Consumer Service Concierge Lead functions as the first line of contact for patients and insurance companies by providing support for patients and insurance companies who initiate contact with the UPMC Consumer Service department. The Consumer Service Concierge acts as an advocate for patients by providing guidance, interpretation, and education on billing, claim status, out-of-pocket liabilities, documentation, and various patient-related inquiries. They are responsible for efficient, timely, accurate, and courteous resolution to verbal and written inquiries, while ensuring internal and external patient satisfaction, maintaining call service and quality standards, and adhering to the UPMC values. This employee typically functions under the direction of the Supervisor/Manager. This role is available as promotional opportunities for the Consumer Service Team. Look no further and apply today! Responsibilities - Answer multi-line telephone system, focusing on patient satisfaction and first call resolution while reviewing and resolving patient-related billing and self-pay concerns. - Redirect telephone calls and take messages, when appropriate, interacting with the staff and leadership of other departments when necessary. - Review and verify 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. - Identify and take action to address patient concerns by utilizing effective decision-making skills. - Research, resolve and respond to email, web, and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols. - Complete follow-up on unpaid account balances. - Contact guarantors, third party payors, and/or other outside agencies for payment of balances due. - Establish reasonable payment plans according to department policies; set up payment arrangement in system and monitor payments for consistency and timeliness. - Counsel patients on various local, state, and federal agencies available to assist with funding of health care. - Identify and act towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. - Adhere to Fair Debt Collection Practices Guidelines and understand the laws and regulations applicable to job functions. - Counsel patients on UPMC options for financial assistance. - Provide financial education to patients on insurance matters. - Ensure effective communication to patients. - Review and act on accounts in assigned work queues meeting specified criteria. - Document all actions taken on a patient account. - Review online account history and EOBs to validate the accuracy of payments and adjustments posted. - Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc. - Escalate concerns within the department when appropriate. - Perform and handle patient interactions with UPMC system-wide competencies/behaviors. - Perform other duties as assigned. Lead Specific Duties - Receive, investigate, respond to, and diffuse complex, escalated, high-risk issues including service recovery. - Special projects/assignments; CRM follow-up/resolution ownership. - Participate in outreach and/or conversations with internal customers/departments. - Assist the Supervisor or Manager as directed. - Responsible for reporting trends to Supervisor/Management. - Assist in maintaining standards of work for the Consumer Service Center. - Monitor and review/complete all Consumer Contact Center Epic account work queues. - Train new staff as needed. - Serve as Department Super Users. - Serve as an employee advocate resource, troubleshooter, for the Consumer Service Center. - Represent the direction from management as a lead and is empowered to make decisions as directed. - Attend department meetings and ongoing in-service and training programs. - Perform in accordance with system-wide competencies/behaviors. - Perform other duties as assigned to assist the operations of the Consumer Service Center. Qualifications - HS Diploma or equivalent. - 1-year general customer service; 6 months call center experience; and 6 months at UPMC as a CSC, Senior OR 2 years of call center experience. Licensure, Certifications, and Clearances - Act 34. Company Description UPMC is an Equal Opportunity Employer/Disability/Veteran.