Patient Services Representative (UPMC Lititz)

UPMC; Lititz (Lancaster County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC Lititz Hospital is seeking a Patient Services Representative to welcome patients, explain copayments, collect payments, and schedule follow-up visits. The role emphasizes guiding patients through self-check-in technologies and helping them navigate the healthcare system.

The position features a 3:00pm-11:30pm shift, Monday–Friday, with rotating weekends and holidays, and requires strong customer service and basic computer skills.

Qualifications

• Completion of high school graduate or equivalent is required.
• Two years of experience in a medical / billing / fiscal or customer service function is preferred.
• Experience with personal computer-based applications and basic office equipment is preferred.

Responsibilities

• Greet patients warmly and assist with check-in at desk or self-arrival technology.
• Collect copayments and other payments; verify/update patient registration at checkout.
• Schedule follow-up appointments and connect patients to resources for ancillary services.
• Help patients navigate the healthcare system with clear instructions.
• Provide follow-up to unresolved questions and ensure continuity of care.
• Explain benefits and promote MyUPMC portal; assist with portal registration when applicable.
• Assist patients with education on financial responsibility and advocacy resources.
• Verify insurance benefits with carriers via online systems or phone.
• Obtain patient or family signature for consent per HIPAA rules.
• Triage and route calls to appropriate areas or clinicians.
• Assist with administrative duties such as scanning records and faxing.
• Promote navigation and usability of the MyUPMC Patient Portal.

Skills

Customer service

Typing

Computer literacy

Medical terminology

Education

High school diploma or equivalent

Tools

Epic

Medipac

Job description

Join our team at UPMC Lititz Hospital as a Patient Services Representative. This role will work 3:00pm-11:30pm, Monday through Friday, with rotating weekends and holidays. 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 the patient to resources to schedule for ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear and understandable instructions.
• Provide follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
• Register patients in the Biometrics (fingerprint recognition) program and explain the benefits. Promote the 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 the signature of the 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
• Stay informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicate what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
• Completion of high school graduate or equivalent is required.
• Experience with personal computer-based applications, other various office equipment and proficient typing skills are preferred.
• Two years of experience in a medical / billing / fiscal or customer service function is preferred.
• Knowledge of medical terminology is preferred.
• Prior experience with Medipac, Epic, or other health records systems is preferred.

Licensure, Certifications, and Clearances

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran