Patient Services Representative

UPMC; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC Presbyterian Hospital in Pittsburgh is seeking a Full-Time Patient Services Representative who will work 40 hours weekly across five 8-hour shifts between 6am and 6:30pm, including some weekends and holidays. The role focuses on welcoming patients, guiding self-check-in, and explaining financial obligations and copayments while delivering the UPMC Experience.

You will register patients, verify insurance, schedule follow-ups, connect patients with financial advocacy, promote the MyUPMC

Responsibilities

• Provide a warm greeting for all patients and guide them through self-arrival technology or desk check-in.
• Collect copayments and any applicable patient payments at the point of service.
• Confirm/update patient registration information and schedule follow-up appointments at checkout.
• Help patients navigate the healthcare system by providing clear instructions.
• Promote and assist with the MyUPMC patient portal and biometrics registration where applicable.
• Verify insurance benefits with carriers via online systems or calls and ensure HIPAA compliance.

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.