Patient Services Representative - Hermitage (Regional Orthopaedics)

UPMC; Hermitage (Mercer County); On-site; USD 21,000 - 29,000; Full time

Job summary

UPMC is seeking a dedicated Patient Services Representative to join our Hermitage, PA practice. The role supports patient check-in, education on billing, and directing patients to the right resources within UPMC.

The position involves traveling to New Castle, Greenville, and Slippery Rock offices for staffing coverage, with mileage reimbursement. It requires excellent customer service and strong teamwork to ensure a positive patient experience.

Qualifications

• Experience greeting and assisting patients in a clinical setting.
• Familiarity with patient registration and check-in processes.
• Ability to collect copayments and explain financial obligations.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self-arrival tech or desk check-in.
• Collect copayments and other payments at point of service.
• Confirm and update patient registration at checkout.
• Schedule follow-up appointments at checkout.
• Connect patients with resources to schedule ancillary services.
• Help patients navigate the healthcare system and portal.
• Verify insurance benefits with carriers via online systems or calls.
• Assist with admin tasks like scanning records and faxing.

Skills

Customer service

Medical office experience

Cash handling

Communication

Education

High school diploma

Tools

Biometrics system

MyUPMC portal

Insurance verification systems

Job description

Regional Orthopaedics is hiring a full-time Patient Services Representative to join their team in Hermitage, PA! This is a Monday through Friday dayight position with the hours of 8am to 4:30pm. Start and end times may vary due to clinic schedule. Travel is required to the New Castle, Greenville, and Slippery Rock offices when needed for staffing coverage. Mileage is reimbursed for any travel.

See what being a Patient Services Representative can do for UPMC and what UPMC can do for Patient Services Representatives – it’s more than just a job!

What Can You Bring to UPMC?

• Contribute to UPMC’s mission of Life Changing Medicine
• Set the standards for the level and quality of care for the care delivery team
• Provide patient care activities for a group of patients and their families through the application of independent judgment, communication, and collaboration with all team members.
• Establish and maintain collaborative relationships with physicians, other health care providers, patients, and their families, to achieve desired patient outcomes throughout the continuum of care.
• Demonstrate a commitment to the community and to your health care profession

What Can UPMC Do for You?

• A career path that provides you with the right experience to be successful in the position you want to obtain now and, in the future
• Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
• Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
• Competitive pay for the work that you do – base pay, merit, and premium pay

Purpose

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*Performs in accordance with system-wide competencies/behaviors.*Performs other duties as assigned.
• 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. Provide a warm greeting for all patients.