Patient Services Representative

UPMC; Pittsburgh (Allegheny County); On-site; USD 34,000 - 52,000; Full time

Job summary

UPMC St. Margarets in Pittsburgh seeks a Full-Time Patient Services Representative to welcome patients, guide them through self-arrival technology, collect copayments, and update registrations at checkout.

Responsibilities include scheduling follow-up appointments, connecting patients to financial advocacy resources, verifying insurance benefits, and assisting with administrative duties such as scanning medical records and triage calls. Shifts are 40 hours weekly with varied start times.

Qualifications

• Strong customer service skills and a courteous approach.
• Ability to explain financial obligations and copayments clearly.
• Experience guiding customers through self-check-in or registration processes.

Responsibilities

• Provide a warm greeting for all patients and guide them through self-check-in or desk check-in.
• Collect copayments and any applicable patient payments at the point of service.
• Update patient registration and schedule follow-up appointments at checkout.
• Assist patients in navigating the healthcare system with clear instructions.
• Connect patients to financial advocacy resources when appropriate.
• Register patients in Biometrics and promote the MyUPMC portal.

Skills

Customer service

Payment collection

Scheduling

Insurance verification

Biometrics enrollment

Job description

Join our team at UPMC St. Margarets as a Full-Time Patient Services Representative. In this role, you will work 40 hours a week. The shifts will be various 8-hour shifts, anywhere from 5am-6pm, Monday-Friday, with rotating Saturday shifts of 6:30am-3pm.

A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence. Patient Services Representatives display strong customer service skills that ensure that patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery 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.
• 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*Performs in accordance with system-wide competencies/behaviors.
• Performs other duties as assigned.