Patient Services Representative, Castle Shannon

UPMC; Pittsburgh (Allegheny County); On-site; USD 33,000 - 50,000; Full time

Job summary

UPMC Rehabilitation Institute in Castle Shannon is seeking a full-time Patient Services Representative. The role includes greeting patients, guiding check-in, collecting copays, updating registrations, and scheduling follow-ups to ensure seamless care coordination.

It emphasizes service excellence and patient empowerment through MyUPMC portal usage. The position requires a high school diploma or equivalent, strong PC skills, and 2 years in medical/billing or customer service, with Epic and

Qualifications

• High school diploma or equivalent is required.
• Experience with personal computer-based applications and typing skills are preferred.
• Two years of experience in medical/billing/fiscal or customer service is preferred.
• Knowledge of medical terminology is preferred.
• Prior experience with Medipac, Epic, or other health records systems is preferred.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patient through self-arrival technology or check-in at desk.
• Collect copayments and other 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 navigating the health care system and connect to financial resources as needed.
• Register patients in Biometrics and explain benefits.
• Promote MyUPMC patient portal and assist with registration.
• Assist with administrative duties including scanning and faxing.

Skills

Customer service

Communication

Typing skills

PC literacy

Education

High school diploma or equivalent

Tools

Epic

Medipac

Job description

The Rehabilitation Institute is seeking a full time Patient Services Representative to join the team at our Castle Shannon clinic! During the onboarding process, this position will work a schedule of Mon/Wed/Fri 7am-3pm, Tues/Thur 11:30am-7:30pm. The permanent schedule for this position will be Mon/Wed 12pm-8pm, Tues/Thurs/Fri 7am-3pm. A perk of this position is that it does not require any weekends or holidays!

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 Representative 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. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.

• Understands 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

• Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.

• High school diploma 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.UPMC is an Equal Opportunity Employer/Disability/Veteran