Patient Services Representative- UPMC Central PA, Outpatient Center

UPMC; Harrisburg (Dauphin County); On-site; USD 40,000 - 52,000; Full time

Job summary

UPMC in Harrisburg seeks a Patient Services Representative to warmly welcome patients and guide them through check-in methods, explain financial responsibilities, and collect copayments. You will verify insurance, register patients in Biometrics, and promote the MyUPMC portal to ensure smooth access to care.

Responsibilities include scheduling follow-up appointments, directing patients to advocacy resources for financial assistance, and supporting office operations with administrative tasks.

Qualifications

• Proven customer service background in healthcare is preferred.
• Able to communicate clearly with patients about finances and registrations.
• Familiar with HIPAA rules and patient privacy.

Responsibilities

• Greet patients warmly upon arrival.
• Guide patients through self-arrival technology or desk check-in.
• Collect copayments and other patient payments at the point of service.
• Verify and update patient registration and insurance information.
• Schedule follow-up appointments and connect patients to ancillary services.
• Assist patients with MyUPMC portal registration and navigation.
• Explain financial responsibilities and connect to advocacy resources as needed.
• Triage and direct calls and administrative tasks as required.

Skills

Customer service

Communication skills

HIPAA knowledge

Job description

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.
• 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.