Emergency Department Patient Services Representative

UPMC; Williamsport (Lycoming County); On-site; USD 22,000 - 30,000; Full time

Job summary

UPMC Williamsport is hiring a full-time Emergency Department Patient Services Representative. You will welcome patients, explain costs, and collect payments while updating demographics and insurance data. You may also support UPMC Muncy as needed, ensuring accurate ADT registration and strong customer service.

The role emphasizes HIPAA compliance, data integrity, and collaboration with clinical partners to maintain open communication and a culture of service excellence.

Qualifications

• High school diploma or equivalent.
• 2 years in healthcare or 1 year in medical/billing/fiscal setting or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge preferred and HIPAA compliant.
• Excellent communication and typing skills; ability to work under pressure.

Responsibilities

• Greet patients and educate on copayments and financial obligations.
• Register patients into ADT/clinical systems; ensure data accuracy.
• Reconcile ED tracking board and handle insurance eligibility and coordination of benefits.
• Collect patient payments and provide financial counseling resources.
• Maintain confidentiality and promote service excellence.

Skills

Healthcare experience

Customer service

Medical terminology

Typing skills

Interpersonal skills

Education

High school diploma

Tools

ADT system

Billing software

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