Patient Services Representative- UPMC Memorial, Full-time, Mid-Shift

UPMC; York (York County); On-site; USD 35,000 - 52,000; Full time

Job summary

UPMC is seeking a Patient Services Representative to warmly welcome patients and educate them on copayments and financial obligations. The role involves guiding patients through self-arrival tech, registering updates, and scheduling follow-ups across UPMC facilities.

You will connect patients with financial advocacy resources and promote the MyUPMC portal to ensure smooth care experiences. Responsibilities include collecting payments, verifying insurance, triaging calls, and assisting with

Qualifications

• High school diploma or equivalent required.
• Two years of experience in a medical/billing/fiscal or customer service function preferred.
• Knowledge of medical terminology preferred.
• Prior experience with Epic, Medipac, or other health records systems preferred.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self-arrival technology or register at desk.
• Collect copayments and other patient payments at point of service.
• Verify and update patient registration information at checkout.
• Schedule follow-up appointments and ancillary services at checkout.
• Assist patients with understanding financial responsibility and resources.
• Verify insurance benefits with the carrier via online or phone systems.
• Obtain signatures for consent to treatment and financial responsibility per HIPAA rules.
• Triage calls and assist with administrative duties such as scanning records and faxing.

Skills

Customer service

Typing

Computer skills

Education

High school diploma

Tools

Epic

Medipac

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.

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 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