Emergency Department Patient Services Representative

UPMC; Erie (Erie County); On-site; USD 36,000 - 48,000; Full time

Job summary

UPMC Hamot in Erie, PA is seeking an Emergency Department Patient Services Representative to welcome patients, explain financial obligations, and connect them with resources. The role is full-time with 36 hours per week, on varied days including weekends and holidays, from 10:00am to 7:30pm.

The incumbent will register patients, verify insurance, collect payments, update demographics, and uphold HIPAA privacy while delivering service excellence.

Qualifications

• Experience in healthcare customer service and admitting patients.
• Ability to verify insurance and explain financial obligations.
• Familiarity with HIPAA and patient privacy.

Responsibilities

• Register patients accurately into the hospital ADT system.
• Verify insurance eligibility and coordinate benefits.
• Collect co-pays and payments at the point of service.
• Greet patients warmly and maintain confidentiality.
• Support patients with financial advocacy resources.

Skills

Customer service

Healthcare experience

HIPAA compliance

Tools

ADT system

First Net ED Tracking Board

Job description

Purpose

Do you enjoy providing customer service? Do you have healthcare experience? UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Hamot. This role would work 36 hours per week on varied days, including rotating weekends and holidays, from 10:00am until 7:30pm. Flexibility is required if needed for call-off coverage.

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

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.
• Confirm insurance eligibility, accountable for third party reimbursement and coordination of benefits to support a seamless billing process.
• Counsel patients regarding insurance coverage and expected financial liability.
• Collect and record patient payments including co-payments, co-insurance, and deductibles on the day of service.
• Provide 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.
• Incorporate 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.
• Obtain or update necessary demographic and insurance related information.
• Work independently to perform a timely patient interview and registration for services at the bed side.
• Generate and complete all applicable forms and necessary communications.
• Obtain 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.
• Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.