Emergency Department Patient Services Representative

UPMC; Washington (Washington County); On-site; USD 22,000 - 28,000; Full time

Job summary

UPMC Washington is seeking a full-time Emergency Department Patient Services Representative to support patient flow and financial interactions. You will welcome patients, educate them on copayments and new consumer technologies, collect payments, and connect patients with financial advocacy resources while promoting service excellence.

The role requires updating demographics and insurance data, coordinating with ADT and billing systems, verifying insurance eligibility, and maintaining

Responsibilities

• Reconcile and maintain the First Net ED Tracking Board and Hospital ADT system.
• Register patients accurately into ADT and clinical systems during downtime.
• Serve as central resource for ADT registration and issue resolution during evenings, weekends and holidays.
• Verify insurance eligibility and coordinate benefits for seamless billing.
• Counsel patients on insurance coverage and expected financial liability.
• Collect and record patient payments (co-pays, co-insurance, deductibles) on the day of service.
• Provide a warm greeting for all patients.
• Support and contribute to UPMC core values and guiding principles and abide by departmental policies.
• Ensure proper patient identification to start clinical record; use biometrics if applicable.
• Facilitate financial gatekeeping with clinical partners and maintain open communication.
• Obtain or update necessary demographic and insurance information.
• Work independently to perform a timely patient interview and registration at the bed side.
• Generate and complete all applicable forms and communications.
• Obtain signatures for consent to treat and financial responsibility; maintain HIPAA compliance.
• Remain calm and professional when stressed, while prioritizing all work activities.
• Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, etc.

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 Washington. This role would work 4 10-hour shifts per week on varied days, weekends and holidays. Shifts would vary between 9:00am-7:30pm and 5:00pm-3:30am.

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

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.