Patient Experience Navigator

UPMC; Lititz (Lancaster County); On-site; USD 36,000 - 48,000; Full time

Job summary

UPMC is seeking a Patient Services Representative in Lititz, PA. The role focuses on welcoming patients, guiding self-arrival technology, collecting copayments, and updating registrations while coordinating follow-up appointments and assisting with financial advocacy resources.

You will promote the MyUPMC portal and help patients navigate the insurance process. The position requires a high school diploma or equivalent, and 2 years of medical/billing/customer service experience is preferred.

Qualifications

• Completion of high school graduate or equivalent is required.
• Two years of experience in a medical / billing / fiscal or customer service function is preferred.
• Knowledge of medical terminology is preferred.
• Prior experience with Medipac, Epic, or other health records systems is preferred.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patient through use of self-arrival technology or check-in at desk depending on patient preference.
• Collect copayments and any other applicable patient payments at the point of service.
• Confirm and/or update patient registration information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Schedule or connect patient to resources for ancillary services at checkout.
• Help patients navigate the healthcare system with clear, understandable instructions.
• Provide follow-up to unresolved patient questions or needs to ensure continuity of care.
• Register patients in Biometrics program and explain benefits.
• Promote MyUPMC patient portal and assist registration.
• Assist patients in education of financial responsibility and connect to advocacy resources.
• Verify insurance benefits with the appropriate carrier via online systems or calls.
• Obtain signature for consent to treatment and financial responsibility per HIPAA rules.
• Triage phone calls to other areas or clinical providers.
• Assist with administrative duties (scanning, faxing).
• Stay informed on navigation and usability of the UPMC Patient Portal and explain usage to patients.
• Certify completion of high school or equivalent; proficiency with PC-based applications and typing.

Skills

Customer service

Typing skills

Medical terminology

Education

High school diploma or equivalent

Tools

Epic

Medipac

Job description

UPMC is seeking a Patient Services Representative in Lititz, PA. The role focuses on welcoming patients, guiding self-arrival technology, collecting copayments, and updating registrations while coordinating follow-up appointments and assisting with financial advocacy resources.

You will promote the MyUPMC portal and help patients navigate the insurance process. The position requires a high school diploma or equivalent, and 2 years of medical/billing/customer service experience is preferred.