Patient Services Representative - Ortho - Lititz

UPMC; Lititz (Lancaster County); On-site; USD 35,000 - 45,000; Full time

Job summary

A healthcare organization is seeking a knowledgeable Patient Services Representative to work in Lititz. This full-time position focuses on providing exceptional service to patients, including greeting them, helping with check-ins, and managing payments. Candidates should possess strong customer service skills, a high school diploma, and experience with medical terminology and customer service roles. The position offers standard Monday-Friday hours with the possibility of travel to other locations.

Qualifications

• Experience in a medical, billing, fiscal, or customer service function.
• Proficient typing skills.
• Experience with office equipment.

Responsibilities

• Greet patients warmly upon arrival.
• Assist patients with self-arrival technology.
• Collect copayments at the point of service.
• Schedule follow-up appointments.
• Navigate patients through the healthcare system.
• Provide service recovery as needed.

Skills

Exceptional customer service abilities

Attention to detail

Ability to work in a fast-paced environment

Education

High school graduate or equivalent

Tools

Personal computer applications

Medical terminology knowledge

Medipac

Epic or other health record systems

Job description

Join to apply for the Patient Services Representative - Ortho - Lititz role at UPMC

Join our team of Life Changers! UPMC is hiring a Full‑Time, Patient Services Representative to support the Ortho office in Lititz.

Hours are Monday‑Friday with shifts between 7:15 am and 4:00 pm or until all patients have been checked out. Some travel to support other offices as needed.

We are seeking a dedicated individual with exceptional customer service abilities, pays close attention to detail, and excels working in a fast‑paced environment.

Purpose: A Patient Services Representative welcomes patients upon arrival, supports the use of new consumer‑friendly technologies, educates patients on copayments and financial obligations, collects payments when applicable, schedules subsequent appointments, connects patients to financial advocacy resources, updates demographics and insurance information, and promotes an overall culture of service excellence. Patient Services Representative displays strong customer service skills that ensure patients and families have the desired UPMC Experience.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self‑arrival technology or check‑in at the desk.
• Collect copayments and any other applicable 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 patients to ancillary resources at checkout.
• Help patients navigate the healthcare system by providing clear instructions.
• Provide follow‑up to unresolved patient questions or needs.
• Use service recovery principles and take appropriate action when the experience does not meet the UPMC standard.
• Register patients in the Biometrics (fingerprint recognition) program and explain benefits.
• Promote MyUPMC portal and assist in registration when applicable.
• Educate patients on financial responsibility and connect them to advocacy resources.
• Confirm/verify insurance benefits via online systems or phone inquiries.
• Obtain patient or family signature for consent to treatment and financial responsibility per HIPAA.
• Triage phone calls to appropriate areas or clinical providers.
• Assist with administrative duties, including scanning and faxing records.
• Perform in accordance with system‑wide competencies/behaviors.
• Perform other duties as assigned.

Qualifications

• High school graduate or equivalent.
• Experience with personal computer applications, office equipment, and proficient typing skills.
• Experience in a medical, billing, fiscal, or customer service function.
• Knowledge of medical terminology.
• Prior experience with Medipac, Epic, or other health record systems.

Licensure, Certifications, and Clearances

• Act 31 Child Abuse Reporting
• Act 33
• Act 34
• Act 73 FBI Clearance

UPMC is an Equal Opportunity Employer/Disability/Veteran.

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