Emergency Department Patient Services Representative

UPMC; Jamestown (NY); On-site; USD 42,000 - 52,000; Full time

Job summary

UPMC Chautauqua in Jamestown, NY seeks an Emergency Department Patient Services Representative to perform patient check-in, verify demographics, explain copays, collect payments when applicable, and connect patients to financial advocacy resources. This full-time role includes evenings (5:00pm–1:30am), weekends on alternating schedule, and some holidays.

You will reconcile and maintain the ED tracking board, register patients in ADT during system downtime, counsel on insurance coverage, and

Qualifications

• Healthcare customer service experience preferred.
• Knowledge of HIPAA and patient confidentiality.
• Ability to communicate clearly with patients and staff.

Responsibilities

• Welcome patients on arrival and assist with registration in a timely manner.
• Educate patients on copayments and financial obligations.
• Collect payments when applicable and route to financial advocacy resources as needed.
• Update patient demographics and insurance coverage information.
• Reconcile and maintain the ED tracking board and hospital ADT system.
• Provide a warm, empathetic greeting to patients and families.
• Maintain open communication with clinical partners to ensure data integrity and service excellence.

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 full-time Emergency Department Patient Services Representative to support UPMC Chautauqua. This role would work varied days, including every other weekend and some holidays, from 5:00pm-1:30am.

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.
• 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.