Emergency Department Patient Services Representative

UPMC; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC Western Psychiatric Hospital is seeking an Emergency Department Patient Services Representative to support patient registration at the front desk and bedside. This full-time role (40 hours/week) requires handling copays, patient information, and coordinating with financial advocacy to ensure a smooth billing process.

Responsibilities include ED tracking board maintenance, system registration during downtime, and HIPAA-compliant handling of patient data.

Qualifications

• Completion of high school or equivalent is required.
• Strong interpersonal and communication skills are essential.
• Experience in healthcare or patient access is preferred.

Responsibilities

• Assist with patient registration at the front desk and bedside.
• Explain copays and assist with financial matters including payment collection.
• Ensure accurate registration into the hospital system and maintain data integrity.
• Provide patient greetings and support HIPAA-compliant information handling.
• Collaborate with clinical partners to ensure smooth patient flow and information accuracy.

Skills

Interpersonal skills

Verbal communication

Written communication

Customer service

Education

High School diploma

Job description

Join our team at UPMC Western Psychiatric Hospital as a Full-Time Emergency Department Patient Services Representative. In this role, you will assist with patient registration at both the front desk and bedside.

Status: Full-Time, 40 hours per week

Shifts: 3pm-11:30pm

Days: Various weekdays, weekends and holidays.

As an Emergency Department Patient Services Representative, you'll be the friendly face patients meet first with duties like clarifying copays, assisting with financial matters including payment collection and connecting patients with financial advocacy resources. You will also update patient info, secure consent, and foster a 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.
• Confirms insurance eligibility, accountable for third party reimbursement and coordination of benefits to support a seamless billing process.
• Counsels patients regarding insurance coverage and expected financial liability. Collects and records patient payments including co-payments, co-insurance, and deductibles on the day of service.
• Provides a warm greeting for all patients. Support and contribute to UPMC's 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. Incorporates 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 bedside.
• 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.

Required Experience:

• Completion of High School graduate or equivalent.

Preferred Experience:

• One year of experience in a healthcare setting or six months in a UPMC Patient Access position is preferred.
• Medical Terminology, third-party healthcare coverage experience, and a strong understanding of managed care regulations are preferred.
• Experience with personal computer-based applications, other various office equipment, and proficient typing skills.
• Excellent interpersonal, written, and verbal communication skills are required.
• Initiative to work productively with minimal supervision.

Licensure, Certifications, and Clearances:

• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran