Patient Services Representative

UPMC; Lock Haven (Clinton County); On-site; USD 22,000 - 28,000; Full time

Job summary

UPMC Corporate Services is hiring a full-time Patient Services Representative to support UPMC Lockhaven. The role includes welcoming patients, guiding them through self-check-in or desk check-in, collecting copayments, updating registrations, and scheduling follow-up appointments within the care continuum.

The position requires strong customer service skills, high school completion, and preferred experience with medical terminology and systems like Epic.

Qualifications

• Completion of high school 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.
• Experience with Medipac, Epic, or other health records systems is preferred.
• Strong computer skills and proficient typing are preferred.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through use of self-arrival technology or check-in at desk.
• Collect copayments and other payments at the point of service.
• Confirm/update patient registration information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Connect patients to resources to schedule ancillary services.
• Assist patients in navigation and understanding the MyUPMC portal.
• Promote financial responsibility education and connect patients to advocacy resources.

Skills

Customer service

Typing

Communication skills

Education

High school diploma or equivalent

Tools

Epic

Medipac

MyUPMC portal

Biometrics program

Job description

Do you enjoy providing customer service? Are you looking to work with patients? UPMC Corporate Services is hiring a full-time Patient Services Representative to support UPMC Lockhaven. This role would work Monday through Friday from 7:30am-4:00pm. Coverage in the Emergency Department would be required as needed, with those shifts typically being 7:00am-3:30pm or 3:00pm-11:30pm. Rotating holiday coverage would be required as well, which could include various 4, 8, or 12-hour shifts.

A 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, as well as schedules subsequent appointments within the continuum of care, 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:

• Provide a warm greeting for all patients.
• Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preferenceCollect 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.
• Provide follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
• Understand 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 the Health Insurance Portability and Accountability Act (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.
• Stay informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicate what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
• Completion of high school graduate or equivalent is required.
• Experience with personal computer-based applications and other various office equipment and proficient typing skills are preferred.
• 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.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran