Remote Patient Support Representative – Healthcare

About the Company

UPMC is a leading integrated healthcare provider and insurer dedicated to providing outstanding patient care and shaping the future of healthcare. Headquartered in Pittsburgh, PA, UPMC is a $27 billion health care provider and insurer, with 100,000 employees, 40 hospitals, and 800 doctors’ offices and outpatient sites. We are committed to an environment that supports diversity, inclusion, and belonging, fostering a culture where all employees can thrive and contribute to our mission of making life better for every patient.

Job Description

We are seeking a compassionate and highly motivated Remote Patient Support Representative to join our dedicated team. In this 100% remote role, you will be the primary point of contact for patients, providing essential support, information, and guidance to ensure a positive healthcare experience. You will handle inquiries, resolve issues, and facilitate access to UPMC’s comprehensive services, all while working from the comfort of your home.

Key Responsibilities

• Answer incoming patient calls, emails, and chat messages promptly and professionally.
• Provide accurate and comprehensive information regarding UPMC services, appointments, billing, and general inquiries.
• Guide patients through digital health tools and online portals.
• Act as a patient advocate, resolving concerns and navigating complex situations with empathy and efficiency.
• Document all patient interactions and resolutions accurately in the CRM system.
• Collaborate with clinical teams and other departments to escalate and resolve patient issues when necessary.
• Maintain strict confidentiality of patient information in compliance with HIPAA regulations.
• Adhere to all company policies and procedures to ensure a consistent and high-quality patient experience.

Required Skills

• Excellent verbal and written communication skills.
• Strong active listening abilities with a empathetic and patient demeanor.
• Proven problem-solving skills and ability to de-escalate difficult situations.
• Proficiency in using CRM software and other healthcare-specific computer applications.
• Ability to work independently in a remote environment with minimal supervision.
• High school diploma or equivalent.

Preferred Qualifications

• One year of experience in a patient-facing customer service or call center role, preferably in a healthcare setting.
• Associate's or Bachelor's degree in a relevant field.
• Familiarity with medical terminology and healthcare procedures.
• Bilingual proficiency (especially Spanish) is a significant plus.

Perks & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and company holidays.
• 401(k) retirement plan with competitive company matching.
• Tuition reimbursement programs for continuing education.
• Employee wellness initiatives and mental health support.
• Opportunities for career growth and professional development within a large healthcare system.
• Flexible remote work environment.

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