Emergency Department Patient Services Representative

UPMC; Erie (Erie County); On-site; USD 21,000 - 30,000; Part time

Job summary

UPMC Hamot is seeking a Casual Emergency Department Patient Services Representative to greet patients, verify demographics and insurance, collect co-pays, and guide financial assistance when needed.

The role requires healthcare exposure and strong communication, and includes flexible scheduling to meet department needs. This position supports the ED workflow and patient experience in a fast-paced hospital setting.

Qualifications

• High school diploma or equivalent required.
• 2 years of healthcare experience or 1 year in medical/billing/fiscal setting, or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge and understanding of managed care regulations are preferred.
• Excellent interpersonal, written and verbal communication skills required.
• Initiative to work with minimal supervision and stay calm under pressure.

Responsibilities

• Register patients accurately into ADT/clinical systems and reconcile records.
• Explain insurance coverage and collect co-pays, deductibles, and patient payments.
• Provide a warm greeting and connect patients with financial advocacy resources when needed.
• Coordinate with clinical partners to ensure data integrity and timely information.
• Maintain patient confidentiality per HIPAA and complete required forms at bedside.

Skills

Interpersonal skills

Written communication

Verbal communication

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office

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 Hamot. A casual employee has no set shift or number of hours, but would provide their availability and be scheduled based off department needs and availability provided. A minimum of 16 hours per pay period is required for casual employees to work. Flexibility is required to cover call off shifts as well.

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.
• Works 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.
• Completion of High School graduate or equivalent.
• 2 years' experience in healthcare or 1 year in a medical/billing/fiscal setting or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge, third party health care coverage experience and strong understanding of managed care regulations are preferred.
• Experience with personal computer-based applications and other various office equipment and proficient typing skills.
• Excellent interpersonal, written and verbal communication skills are required.
• Initiative to work productively with minimal supervision.
• Able to work well under pressure.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran