Patient Services & Experience Specialist

UPMC; Mechanicsburg (Cumberland County); On-site; USD 29,000 - 45,000; Full time

Job summary

UPMC is seeking a Patient Services Representative to welcome patients upon arrival, guide them through self-arrival technology or desk check-in, and handle copayments and insurance verification. You will update demographics, schedule follow-ups, and connect patients with financial advocacy resources as needed.

The role emphasizes clear patient communication, navigation of the MyUPMC portal, and maintaining a high standard of service across clinics and departments.

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 by providing clear and understandable instructions
• Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
• Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of 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, guide them through self-arrival technology or desk check-in, and handle copayments and insurance verification. You will update demographics, schedule follow-ups, and connect patients with financial advocacy resources as needed.

The role emphasizes clear patient communication, navigation of the MyUPMC portal, and maintaining a high standard of service across clinics and departments.