Patient Services Representative- UPMC Hanover Limited Part-Time, Day Shift

UPMC; Hanover (York County); Hybrid; USD 36,000 - 48,000; Full time

Job summary

UPMC is seeking a Patient Services Representative to warmly welcome patients, explain copayments, collect payments, and schedule follow-ups across our network of practices, hospitals, and outpatient services.

The role emphasizes outstanding customer service, guiding patients through the MyUPMC portal, and connecting them with financial resources while ensuring HIPAA compliance and accurate insurance verification.

Qualifications

• Strong customer service skills to greet patients and resolve issues.
• Ability to explain copayments, financial obligations, and payment options.
• Knowledge of HIPAA rules and patient privacy.

Responsibilities

• Provide a warm greeting for all 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 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.

Skills

Customer service

Healthcare navigation

Financial counseling

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 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 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.