Emergency Department Patient Services Representative

UPMC; Williamsport (Lycoming County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC Williamsport is seeking an Emergency Department Patient Services Representative to greet patients, facilitate registrations, and educate on copayments. The role supports UPMC Williamsport with occasional coverage at nearby facilities, including Muncy, and operates primarily on 2nd shift with potential 1st shift as needed.

This position requires excellent communication, attention to accuracy, and the ability to remain calm under pressure while coordinating with clinical partners to ensure a

Qualifications

• High school diploma or equivalent required.
• 2 years' experience in healthcare or 1 year in medical billing or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge and understanding of managed care regulations preferred.
• Excellent interpersonal, written and verbal communication skills.

Responsibilities

• Welcomes patients on arrival and promotes patient-friendly technologies.
• Educates patients on copayments and financial obligations; collects payments when applicable.
• Updates demographics and insurance coverage information; maintains patient confidentiality.
• Reconciles and maintains ED tracking board and ADT system.
• Ensures accurate registration into hospital systems during downtime.
• Counsels patients regarding insurance coverage and financial liability.
• Serves as central resource for ADT registration during evenings, weekends and holidays.

Skills

Customer service

Healthcare experience

Interpersonal communication

Medical terminology

Typing/PC skills

Education

High School diploma or equivalent

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 Williamsport. Coverage at UPMC Muncy would be required as well. This role would work varying days, including every other weekend and every other holiday, primarily 2nd shift (3:00pm-11:30pm and 5:00pm-1:00am) with 1st shift as needed (7:00am-3:00pm, 9:00am-5:00pm, and 11:00am-7:00pm).

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.
• Completion of High School graduate or equivalent.
• 2 years' experience in healthcare or 1 year in a medical/billing/fiscal setting or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge, third party health care coverage experience and strong understanding of managed care regulations are preferred.
• Experience with personal computer based applications and other various office equipment and proficient typing skills.
• Excellent interpersonal, written and verbal communication skills are required.
• Initiative to work productively with minimal supervision.
• Able to work well under pressure.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran