Patient Services Representative- Mercy Pavilion

UPMC; Pittsburgh (Allegheny County); On-site; USD 21,000 - 25,000; Full time

Job summary

UPMC Vision Institute Mercy Pavilion in Pittsburgh is hiring a Patient Services Representative. You will be the first point of contact, delivering friendly, patient-focused service and coordinating appointments, registrations, insurance verification, and other front-desk duties to ensure a smooth patient experience.

Workdays are daylight hours, Monday through Friday, with clinic operations between 6:45 a.m. and 6:00 p.m.

Responsibilities

• Help patients navigate the healthcare system with clear instructions and follow-up to unresolved questions or needs to ensure continuity of care
• Assist with administrative duties in the office including scanning of medical records and faxing
• Guide patients through self-arrival technology or check-in at desk depending on patient preference
• Schedule or connect patient to resources to schedule for ancillary services at checkout
• Understand service recovery and take appropriate action to meet the UPMC Experience
• Assist patients in education of financial responsibility and connect them to advocacy resources
• Obtain signature for consent to treatment and financial responsibility following HIPAA rules
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or phone
• Promote MyUPMC patient portal and assist patients in registration
• Collect copayments and any other applicable patient payments at the point of service
• Provide a warm greeting for all patients
• Register patients in Biometrics program and explain benefits
• Confirm/update patient registration information at checkout
• Triage phone calls to other areas or clinical providers
• Schedule follow-up appointments within the practice at checkout

Job description

Join the team at UPMC Vision Institute as a Patient Services Representative at our Mercy Pavilion location, 1622 Locust Street, 3rd Floor, Pittsburgh, PA 15219. In this patient-facing role, you will serve as the first point of contact for patients, providing exceptional customer service while coordinating appointments, registration, insurance verification, and other administrative support functions that help ensure a seamless patient experience. The position offers daylight hours Monday through Friday, with clinic operations running between 6:45 a.m. and 6:00 p.m. and shift start times varying based on clinic schedules. The ideal candidate is organized, detail-oriented, and committed to delivering compassionate service in a fast-paced ophthalmology practice.

Responsibilities

• 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.
• Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
• Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference
• Schedule or connect patient to resources to schedule for ancillary services at checkout
• 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.
• Assist patients in education of financial responsibility and connect them to advocacy resources as needed
• 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
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
• Promote MyUPMC patient portal and assist patients in registration when applicable
• Collect copayments and any other applicable patient payments at the point of service
• Provide a warm greeting for all patients
• Register patients in Biometrics (fingerprint recognition) program and explain benefits
• Confirm and/or update patient registration information at checkout
• Appropriately distribute / triage phone calls to other areas and / or clinical providers
• Schedule follow-up appointments within the practice at checkout