Patient Services Representative

Pittsburgh Tomorrow; Pittsburgh (Allegheny County); On-site; USD 21,000 - 30,000; Full time

Job summary

UPMC Presbyterian Hospital in Pittsburgh is seeking a Full-Time Patient Services Representative to warmly greet patients, assist with self-arrival technology, and check them in at the desk during shifts. The role includes collecting copayments, confirming registrations, updating demographics and insurance, and guiding patients to MyUPMC and other financial resources.

You will schedule follow-up appointments, triage calls, support clinical staff, and ensure a responsive, compassionate experience

Qualifications

• High school diploma or equivalent required.
• Two years of experience in medical/billing/customer service preferred.
• Knowledge of medical terminology preferred.
• Experience with Epic or other health records systems preferred.

Responsibilities

• Provide a warm greeting for all patients and assist with self-arrival technology or desk check-in.
• Collect copayments and other applicable patient payments at the point of service.
• Confirm and update patient registration, and schedule follow-up appointments.
• Verify insurance benefits via online systems or telephone inquiries.
• Navigate patients through the care continuum and connect to resources as needed.
• Assist with administrative duties including scanning medical records and faxing.
• Triage phone calls to appropriate areas and clinical staff.
• Maintain HIPAA compliance and uphold the UPMC Experience.

Skills

Customer service

Data entry

Medical terminology

HIPAA compliance

Scheduling appointments

Epic

Education

High school diploma or equivalent

Tools

Epic

Medipac

Job description

Join our team at UPMC Presbyterian Hospital as a Full-Time Patient Services Representative. In this role, you will work 40 hours a week. You will work (5) 8-hour shifts per week between the hours of 6am and 6:30pm. Various weekdays, weekends, and holidays are included.

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.

• Completion of high school graduate or equivalent is required.
• Experience with personal computer-based applications, 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