Patient Services Representative- UPMC Vision Institute St. Margaret

UPMC Mercy Health Center; Pittsburgh (Allegheny County); On-site; USD 36,000 - 48,000; Full time

Job summary

UPMC Vision Institute in Pittsburgh is hiring a Patient Services Representative at St. Margaret to greet patients, schedule appointments, verify and update patient information, and manage check-in/check-out processes.

The role includes collecting payments and supporting daily front office operations, with 20% travel to multiple locations region-wide. The position emphasizes exceptional customer service to patients, families, and clinical staff, with a Monday–Friday daylight schedule and varied

Responsibilities

• Greet patients warmly and guide them through self-arrival technology or check-in at the desk based on patient preference.
• Collect copayments and other payments at the point of service; update registration information at checkout.
• Schedule follow-up appointments and connect patients with resources for ancillary services at checkout.
• Assist patients in navigating the MyUPMC portal and provide clear instructions for use.
• Verify insurance benefits and obtain signatures for consent and financial responsibility following HIPAA rules.
• Triage and route phone calls; support scanning and faxing duties; stay current on portal navigation for patient access.

Job description

UPMC Vision Institute is hiring a Patient Services Representative to support our St. Margaret location at 100 Delafield Road, Suite 201, Medical Arts Building, Pittsburgh, PA 15215. This full-time position plays a key role in delivering exceptional patient experiences by greeting patients, scheduling appointments, verifying and updating patient information, managing check-in/check-out processes, collecting payments, and supporting daily front office operations. Patient Services Representatives help ensure a welcoming and efficient environment while providing outstanding customer service to patients, families, and clinical staff. The schedule is Monday through Friday with staggered daylight shifts, including 7:00 a.m. to 3:30 p.m., 7:30 a.m. to 4:00 p.m., and 8:00 a.m. until the last patient. This position requires approximately 20% travel to support other UPMC Vision Institute locations including Monroeville, Natrona Heights, Tarentum, Wexford, Shadyside, Oakland, and Mercy.

Responsibilities

• provide a warm greeting for all patientsGuide patient through use of self-arrival technology or check-in patient at desk depending on patient preferenceCollect copayments and any other applicable patient payments at the point of serviceConfirm and/or update patient registration information at checkoutSchedule follow-up appointments within the practice at checkoutSchedule or connect patient to resources to schedule for ancillary services at checkoutHelp 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 benefitsPromote MyUPMC patient portal and assist patients in registration when applicable
• Assist patients in education of financial responsibility and connect them to advocacy resources as neededConfirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiriesObtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulationsAppropriately distribute / triage phone calls to other areas and / or clinical providersAssist with administrative duties in the office including but not limited to scanning of medical records and faxingStays 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.