Emergency Department Patient Services Representative

UPMC; Williamsport (Lycoming County); On-site; USD 38,000 - 52,000; Full time

Job summary

UPMC Williamsport is hiring a full-time Emergency Department Patient Services Representative to greet patients, collect payments, verify demographics, and connect patients to financial resources. Coverage at UPMC Muncy is required as needed, with shifting schedules including nights and weekends.

You will support ADT registration, verify insurance eligibility, explain billing, and maintain patient confidentiality under HIPAA. This role emphasizes service excellence in a busy ED environment.

Qualifications

• Customer service experience in healthcare or hospital setting.
• Ability to explain copayments and financial obligations clearly.
• Experience using ADT or hospital registration systems (preferred).

Responsibilities

• Welcomes patients on arrival and promotes patient-friendly technologies.
• Educates patients on copayments and financial obligations.
• Collects payments when applicable and connects to financial advocacy resources.
• Updates patient demographics and insurance information.
• Ensures accurate registration into hospital ADT and clinical systems during downtime.
• Central resource for ADT registration and issue resolution during evenings, weekends and holidays.
• Confirms insurance eligibility and coordinates benefits for seamless billing.
• Counsels patients regarding insurance coverage and expected financial liability.
• Collects and records patient payments (co-pays, co-insurance, deductibles).
• Maintains patient confidentiality per HIPAA and keeps a warm, professional demeanor.

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 3rd shift (11:00pm-7:00am) with secondary 2nd shift (11:00am-7:00pm, 3:00pm-11:30pm, and 5:00pm-1:00am) as needed.

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.