Patient Services Representative

UPMC; Williamsport (Lycoming County); On-site; USD 33,000 - 42,000; Full time

Job summary

UPMC Williamsport is hiring a full-time Patient Services Representative to support patient check-in, registration, and scheduling across variable shifts. You will greet patients, guide them through self-check-in, collect copayments, update registrations, and connect patients with financial advocacy resources to support the UPMC Experience.

You will also educate patients on insurance coverage, navigate the MyUPMC portal, and help route inquiries to appropriate clinical teams, ensuring service

Qualifications

• Excellent customer service skills and empathy.
• Ability to guide patients in self-check-in technology.
• Familiarity with insurance verification and billing basics.

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 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.
• Assist patients in education of financial responsibility and connect to advocacy resources as needed.
• Promote MyUPMC patient portal and assist patients in registration.
• Register patients in Biometrics program and explain benefits.
• Confirm/verify insurance benefits with carriers via online systems or phone.
• Triage incoming calls and direct to clinical providers as needed.
• Assist with scanning and faxing and other admin duties.

Skills

Customer service

Communication

Patient greeting

HIPAA knowledge

Tools

Biometrics enrollment

MyUPMC portal

Online verification

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 Williamsport. This role would work various shifts Monday-Friday between 7:00am-5:00pm (7:00am-3:30pm, 7:30am-4:00pm, 8:30am-5:00pm, and 7:30am-5:00pm), as well as every other Saturday from 7:00am-11:00am. Holidays may be required as needed.

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 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.
• 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.