Patient Experience Navigator & Check-in Specialist

UPMC; Penn Wood (PA); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC is seeking a Patient Services Representative to welcome patients upon arrival, promote MyUPMC portals, educate them about copayments and financial obligations, and collect payments when applicable across UPMC practices, hospitals, and outpatient services.

You will guide patients to self-arrival technology or desk check-in, update registration and insurance details, schedule follow-up appointments, and connect them to financial advocacy resources as needed.

Responsibilities

• Provide a warm greeting for all patients
• Guide patient through use of self-arrival technology or check-in patient 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 to schedule for ancillary services at checkout
• Help patients navigate the healthcare system with clear instructions and follow up on unresolved questions to ensure continuity of care
• Understands the principles of service recovery and is empowered to take appropriate action to recover from service that does not meet the UPMC Experience
• Register patients in Biometrics (fingerprint recognition) program and explain benefits
• Promote MyUPMC patient portal and assist patients in registration when applicable
• Assist patients in education of financial responsibility and connect them to advocacy resources as needed
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
• Obtain signature of patient or family member for consent to treatment and financial responsibility following HIPAA rules and regulations
• Appropriately distribute / triage phone calls to other areas and / or clinical providers
• Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
• Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.

Job description

UPMC is seeking a Patient Services Representative to welcome patients upon arrival, promote MyUPMC portals, educate them about copayments and financial obligations, and collect payments when applicable across UPMC practices, hospitals, and outpatient services.

You will guide patients to self-arrival technology or desk check-in, update registration and insurance details, schedule follow-up appointments, and connect them to financial advocacy resources as needed.