Patient Services Representative (Optical Shop- Oakland)

UPMC; Pittsburgh (Allegheny County); On-site; USD 34,000 - 42,000; Full time

Job summary

UPMC Optical Shop at 3606 Forbes Avenue, Pittsburgh, PA, is seeking a Patient Services Representative to be the first point of contact for patients and visitors, delivering friendly service while supporting daily optical practice operations.

Responsibilities include scheduling appointments, greeting and registering patients, verifying insurance, handling calls, processing payments, and maintaining patient records to ensure a smooth patient experience.

Qualifications

• Experience delivering excellent customer service in a healthcare setting.
• Ability to schedule, register patients and handle payments accurately.
• Knowledge of insurance verification and HIPAA rules preferred.

Responsibilities

• Help patients navigate the healthcare system and follow up on questions.
• Assist with administrative duties such as scanning medical records and faxing.
• Guide patients through self-arrival tech or check-in at the desk.
• Schedule resources for ancillary services at checkout.
• Actively participate in service recovery to meet patient expectations.
• Assist with financial education and connect patients to advocacy resources.
• Obtain signatures for consent and financial responsibility per HIPAA.
• Verify insurance benefits with carriers via online systems or phone.
• Promote MyUPMC portal and assist with patient registration.
• Collect copayments and payments at point of service.
• Provide a warm greeting for all patients.
• Register patients in Biometrics program and explain benefits.
• Update patient registration information at checkout.
• Triage calls and route to appropriate areas or providers.
• Schedule follow-up appointments at checkout.

Skills

Customer service

Scheduling

Insurance verification

Payment processing

Medical records

HIPAA compliance

Phone etiquette

Biometrics enrollment

Checkout

Job description

Join the team at UPMC Optical Shop located at 3606 Forbes Avenue, Pittsburgh, PA, as a Patient Services Representative. In this patient-facing role, you will serve as the first point of contact for patients and visitors, delivering exceptional customer service while supporting the daily operations of a busy optical practice. Responsibilities include scheduling appointments, greeting and registering patients, verifying insurance information, managing phone calls, processing payments, maintaining accurate patient records, and assisting with administrative and clerical tasks to ensure a seamless patient experience. The ideal candidate is organized, detail-oriented, and committed to providing outstanding service in a fast-paced healthcare environment. This position offers a consistent Monday through Friday daylight schedule from 8:00 AM to 4:30 PM, with no evenings or weekends required.

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