Emergency Department Patient Services Representative

UPMC; Williamsport (Lycoming County); On-site; USD 36,000 - 48,000; Full time

Job summary

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Williamsport, with coverage at UPMC Muncy. The role requires handling patient intake, insurance verification, and billing, while delivering courteous, accurate service to patients and families.

This position involves 2nd shift hours with some 1st shift as needed, including every other weekend and holiday, and adherence to HIPAA and UPMC policies.

Qualifications

• High school diploma or equivalent.
• Healthcare experience preferred.
• Strong communication skills.
• Ability to work under pressure.
• Knowledge of HIPAA regulations is helpful.

Responsibilities

• Maintain and reconcile the ED tracking board and ADT system.
• Register patients accurately into ADT/clinical systems.
• Serve as central resource for registrations during evenings, weekends, and holidays.
• Confirm insurance eligibility and coordinate benefits for billing.
• Counsel patients on insurance coverage and potential financial liability.
• Collect and record patient payments (co-pays, co-insurance, deductibles).
• Provide a warm, welcoming environment for all patients.
• Adhere to UPMC policies and Your Care principles.
• Treat patients with dignity and respect in daily interactions.
• Identify patients properly to start clinical records; biometric support where applicable.
• Coordinate with clinical partners on financial gatekeeping and data integrity.
• Maintain communication with clinical partners; update aliases and information blocks as needed.
• Obtain/update demographic and insurance information for patients.
• Conduct timely bedside interviews and registrations independently.
• Prepare and transmit required forms and communications.
• Obtain signatures for consent to treat and financial responsibility per HIPAA.

Skills

Interpersonal communication

Written communication

Verbal communication

Customer service

HIPAA awareness

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. 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.
• 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