Emergency Department Patient Services Representative

UPMC; Northern (KY); Hybrid; USD 2,066,000 - 3,031,000; Part time

Job summary

UPMC is seeking a Casual Emergency Department Patient Services Representative to support UPMC Kane. The role involves welcoming patients, educating on copayments, collecting payments, and updating demographics and insurance data while upholding service excellence.

You will serve as a central registrar during evenings, weekends, and holidays, ensuring accurate ADT entries and coordination with clinical partners to maintain data integrity and a positive patient experience.

Qualifications

• Experience in healthcare customer service.
• Ability to explain copayments and financial obligations.
• Collect payments and verify demographics.

Responsibilities

• Welcome patients upon arrival and promote use of new technologies.
• Educate patients on copayments and financial obligations and connect to financial advocacy resources.
• Update patient demographics and insurance coverage information with attention to HIPAA.

Skills

Customer service

Healthcare experience

Tools

First Net ED Tracking Board

Hospital ADT system

Insurance verification process

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 Kane. A casual employee has no set shift or number of hours, but is scheduled to work as needed based on department needs and employee availability. The department is open 7 days per week from 6:30am-10:30pm. The employee is required to provide a minimum on 16 hours of availability per pay period, including availability for at least 1 weekend shift per month, within the department hours. While open availability is not required, the employee would need to be flexible in order to cover alternating holidays, call-offs, and staffing gaps as needed.

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.