Patient Services Representative

UPMC; Murrysville, Northern (Westmoreland County, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

UPMC Corporate Services is seeking a casual Patient Services Representative to support Rehabilitation Institute locations including Murrysville and surrounding offices. The role involves welcoming patients, guiding them through self-check-in, collecting copayments, updating registrations, and scheduling follow-up visits within the continuum of care.

You will promote the MyUPMC patient portal, educate patients on financial responsibilities, and connect them with advocacy resources as needed, all

Qualifications

• Experience in customer service in healthcare preferred.
• Ability to explain patient financial obligations clearly.
• Familiarity with patient scheduling tools and intake processes.
• Knowledge of HIPAA and privacy rules is a plus.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self-check-in or desk check-in according to preference.
• Collect copayments and other payments at the point of service.
• Verify and update patient demographics and insurance information at checkout.
• Schedule follow-up appointments and coordinate ancillary services as needed.
• Direct calls to appropriate departments and assist with administrative tasks.

Skills

Customer service

Communication

Patient support

Scheduling appointments

Tools

MyUPMC Portal

Online verification systems

Biometrics enrollment

Job description

Purpose:
Do you enjoy providing customer service? Are you looking to work with patients? UPMC Corporate Services is hiring a casual Patient Services Representative to support various Rehabilitation Institute offices, including coverage at Saxonburg, Sarver, Lower Burrell, Chapel Harbor, Verona, Greensburg Eastgate, Greensburg Pellis, Norwin, Delmont, Murrysville, Plum, Monroeville Oxford, Monroeville Corp One, Penn Hills, and Forest Hills. Casual employees do not have set shifts or number of hours, rather they are scheduled to work as needed. This position would be scheduled various shifts Monday through Friday during daylight and early evening hours. Paid mileage is offered for this role.

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.

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.
• Provide follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
• Understand the principles of service recovery and be 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.