Patient Services Representative- UPMC Lititz, limited Part-Time, Evening Shift.

UPMC; Lititz (Lancaster County); On-site; USD 22,000 - 30,000; Full time

Job summary

UPMC is seeking a Patient Services Representative to welcome patients and guide them through check-in, payments, and scheduling within the care continuum. The role focuses on clear communication, efficient patient flow, and access to financial advocacy resources.

The position requires high school completion, comfort with medical terminology, and experience with health records systems, including Epic or Medipac. Strong customer service is essential to uphold the UPMC Experience.

Qualifications

• High school diploma or equivalent required.
• 2+ years in medical/billing/customer service preferred.
• Knowledge of medical terminology preferred.
• Experience with Epic, Medipac or other health records systems preferred.
• Proficient with PC-based applications and typing.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self-arrival technology or desk check-in based on preference.
• Collect copayments and other payments at point of service.
• Confirm and/or update patient registration information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Connect patients to resources to schedule ancillary services at checkout.
• Help patients navigate the healthcare system with clear instructions.
• Follow up on unresolved questions to ensure continuity of care.
• Understand service recovery principles and take action to recover from service gaps.
• Register patients in Biometrics program and explain benefits.
• Promote MyUPMC patient portal and assist with registration.
• Educate patients on financial responsibility and connect to advocacy resources as needed.
• Verify insurance benefits with carrier via online systems or calls.
• Obtain signatures for consent to treatment and financial responsibility per HIPAA rules.
• Route calls to appropriate areas when needed.
• Assist with admin tasks like scanning records and faxing.
• Explain navigation of the MyUPMC Portal to ensure smooth access to health information.

Skills

Customer service

Communication

Typing

Problem solving

Education

High school diploma or equivalent

Tools

Epic

Medipac

Biometrics program

MyUPMC portal

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.

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.
• 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