Emergency Department Patient Services Representative

UPMC; New Castle (PA); Hybrid; USD 22,000 - 30,000; Full time

Job summary

UPMC Jameson is seeking an Emergency Department Patient Services Representative. The role supports the ED by welcoming patients, registering them, and guiding them through insurance and financial responsibilities.

The position requires handling ADT systems, reconciling data, and coordinating with clinical teams, while ensuring HIPAA compliance and a patient-centered experience. The incumbent will work 36 hours weekly, with shifts from 3:00pm to 3:00am, across varying days, weekends, and

Qualifications

• Welcomes patients and assists with registration.
• Educates patients on copayments and financial obligations.
• HIPAA compliance and patient confidentiality awareness.
• Willingness to work 3:00pm–3:00am shifts including weekends.

Responsibilities

• Maintain First Net ED Tracking Board and ADT system.
• Register patients into ADT/clinical systems during downtime.
• Be central resource for ADT support during off-hours.
• Verify insurance eligibility and coordinate benefits.
• Counsel patients on coverage and financial responsibility.
• Record patient payments (copays, coinsurance, deductibles).
• Provide a warm greeting to patients and families.
• Uphold UPMC values and policies in daily duties.
• Ensure accurate patient identification and data integrity.
• Coordinate with clinical partners for information sharing.
• Update demographics and insurance data as needed.
• Conduct timely bedside patient interviews and registrations.
• Prepare and distribute necessary forms and communications.
• Obtain signatures for consent and financial responsibility.
• Stay calm and professional under pressure; manage priorities.

Skills

Customer service

Healthcare experience

ADT system

Tools

ADT system

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 Jameson. This role would work 36 hours per week and would work varying days, weekends, and holidays from 3:00pm until 3:00am.

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.