Patient Services Representative, University Health Services, Fulltime, First Shift

UC Health (Cincinnati); Cincinnati (OH); On-site; USD 32,000 - 52,000; Full time

Job summary

UC Health in Cincinnati seeks a Patient Services Representative to be the primary contact for patients as they enter, leave, or request assistance in our facilities. The role emphasizes compassionate customer service and accurate data collection to support efficient front-desk operations.

Responsibilities include registering patients, verifying benefits, coordinating scheduling, and assisting with insurance paperwork.

Qualifications

• Minimum required: High School Diploma or GED.
• Preferred: Associate's Degree.
• Minimum: 0 - 6 months equivalent experience; preferred: 1 - 2 years when available.

Responsibilities

• Engages in population-appropriate communication and guides patients/families.
• Identifies physical limitations and deploys interventions when necessary.
• Responds to behavioral health needs of patients/families.
• Interprets population-related data to plan care.
• Addresses needs arising from religious or cultural norms.
• Performs treatments, administers meds, or operates equipment safely.
• Greet patients, assist with directions, scheduling, and HIPAA compliance.
• Handles pre-registration: verify benefits and obtain authorizations for procedures.
• Registers new patients and assists with MyChart enrollment and co-pay collection.
• Coordinates insurance changes and Medicare questionnaires when needed.
• Supports referrals, scheduling, and medical record management.
• Places reminder calls and assists with pre-visit planning.

Education

High School Diploma or GED

Associate's Degree

Job description

At UC Health, we're proud to have the best and brightest teams and clinicians collaborating toward our common purpose: to advance healing and reduce suffering. As the region's adult academic health system, we strive for innovation and provide world‑class care for not only our community, but patients from all over the world. Join our team and you'll be able to develop your skills, grow your career, build relationships with your peers and patients, and help us be a source of hope for our friends and neighbors. UC Health is committed to providing an inclusive, equitable and diverse place of employment.

Job Overview

The patient services representative will serve as the main point of contact for all patients. This position will interact with all patients as they enter, leave, or request assistance within any of our facilities. The patient services representative will exemplify customer service while ensuring each patient interaction is handled with care.

Responsibilities

• Engages in population appropriate communication. Has knowledge of growth and development milestones and tasks. Gives clear instructions to patients/family regarding treatment. Involves family/guardian in the assessment, initial treatment and continuing care of the patient.
• Identifies any physical limitations of the patient and deploys intervention when necessary.
• Recognizes and responds appropriately to patients/families with behavioral health problems.
• Interprets population‑related data and plans care appropriately.
• Identifies and responds appropriately to different needs resulting from unique psychological needs or those associated with religious / cultural norms.
• Performs treatments, administers medication or operates equipment safely.
• Recognizes and responds to signs/symptoms of abuse or neglect.
• Front Office Flow: warmly greet patients with eye contact and a smile as they enter and leave the clinic, answer any questions patient may have, coordinate day of patient scheduling changes or adjustments, assist patients in locating their destinations, contact internal or external transportation services for patients if needed, round lobby to ensure all patients are being taken assisted, answer telephone and direct calls to appropriate areas, adhere to all HIPAA policies and guidelines, conduct end of day visit reconciliation.
• Pre‑Registration Process: initiate online verification and/or make phone contact with external groups to verify patient's benefits to certify/recertify all procedural services for patient, ensure proper authorization is obtained for all scheduled and non‑scheduled high dollar outpatient procedures and follow up on any missing data or account problems, perform pre‑authorizations and pre‑certifications when needed.
• Registration Process: collect data on all new patients and attempt to obtain demographic information on patient, verify complete and accurate patient information in registration, provide knowledge of and assistance with MyChart enrollment for patients, collect co‑payments, follow standard consenting workflow.
• Insurance Coordination: coordinate updating insurance changes or adding new insurance information into the appropriate registration fields for visits or diagnostic procedures, complete Medicare Secondary Payer questionnaires for all appropriate patients, ensure completeness for insurance billing and compliance, collect insurance information as indicated in the Pre‑Registration Minimum Data Set.
• Clinical Coordination: assist with referral and work questions, assist with pre‑visit planning and preparation, help with scheduling and medical record management, place reminder calls to patients as needed.

Minimum and Preferred Qualifications

• Minimum Required: High School Diploma or GED.
• Preferred: Associate's Degree.
• Minimum Required: 0 - 6 Months equivalent experience.
• Preferred: 1 - 2 Years equivalent experience.

UC Health is an EEO employer.