Emergency Department Patient Services Representative

UPMC; Cranberry Township (Butler County); On-site; USD 18,000 - 26,000; Full time

Job summary

UPMC Northwest is seeking a casual Emergency Department Patient Services Representative to welcome patients, explain billing, collect payments, and assist with insurance verification. You will maintain accurate registrations in the ADT system, support during evenings, weekends, and holidays, and connect patients with financial advocacy resources to ensure a smooth UPMC Experience.

Ideal candidates have strong customer service skills and healthcare exposure, with the ability to remain calm under

Qualifications

• Customer service experience in healthcare settings preferred.
• Ability to explain insurance and copayments to patients clearly.
• Strong communication and confidentiality in handling patient data.

Responsibilities

• Reconcile and maintain First Net ED Tracking Board and Hospital ADT system.
• Register patients accurately into ADT/clinical systems during downtime.
• Central resource for ADT registration and issue resolution during evenings, weekends, and holidays.
• Verify insurance eligibility and coordinate benefits for seamless billing.
• Counsel patients on insurance coverage and financial liability; collect co-pays and deductibles.
• Provide a warm greeting for all patients and uphold UPMC Experience standards.
• Follow HIPAA rules and maintain patient confidentiality.
• Obtain patient consent and financial responsibility signatures as required.
• Remain calm and professional in stressful situations while prioritizing tasks.
• Collaborate with clinical partners to ensure open communication and data integrity.

Skills

Customer service

Healthcare experience

Job description

Purpose:

Do you enjoy providing customer service? Do you have healthcare experience? UPMC Corporate Services is hiring a casual Emergency Department Patient Services Representative to support UPMC Northwest. A casual employee has no set shift or number of hours, but is scheduled to work as needed. This employee would provide a minimum of 16 hours of availability monthly, as well as availability for a minimum of one weekend shift every 4 weeks. Availability must be provided in a minimum of 4-hour blocks and the employee will then be scheduled based off department needs.

An Emergency Department Patient Services Representative is responsible for welcoming patients upon arrival and promoting the usage of new and emerging consumer-friendly technologies. They also educate patients on their copayments and financial obligations, collect payments when applicable, and connect patients to financial advocacy resources when appropriate. Additionally, this role updates patient's demographics and insurance coverage information, all while promoting an overall culture of service excellence

If you have strong customer services skills and are looking for a position that ensures that patients and family members have the desired UPMC Experience,

Responsibilities:

• Responsible for reconciliation and maintenance of First Net Emergency Department Tracking Board and Hospital ADT system.


• Accountable for accurate registration into hospital ADT and/or clinical system during system downtime with monitoring and reconciliation of every patient for accuracy.


• Central Resource for all ADT registration and problem resolution during evenings, weekends and holidays.


• Confirms insurance eligibility, accountable for third party reimbursement and coordination of benefits to support a seamless billing process.


• Counsels patients regarding insurance coverage and expected financial liability. Collects and records patient payments including co-payments, co-insurance, and deductibles on the day of service.


• Provides a warm greeting for all patients


• Support and contribute to UPMC core values and guiding principles of Your Care.


• Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and respect in daily interactions.


• Proper patient identification to start clinical record (utilizing biometrics if applicable)


• Facilitator of financial gatekeeping with clinical partners.


• Accountable for maintaining a close working relationship with clinical partners to assure continual open communication with pertinent information obtained such as any alias name changes, information blocks to prevent release of information, and behavioral health insurance payors to assure timely data integrity of accounts.


• Obtains or updates necessary demographic and insurance related information.


• Works independently to perform a timely patient interview and registration for services at the bed side.


• Generates and completes all applicable forms and necessary communications. Obtains applicable signature for consent to treat and financial responsibility, along with signatures on any required forms, while following all HIPAA rules and regulations and maintaining patient confidentiality.


• Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.


• Anticipates and responds to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.