Patient Svcs Representative- Shadyside ENT

UPMC Mercy Health Center; Pittsburgh (Allegheny County); On-site; USD 34,000 - 42,000; Full time

Job summary

UPMC Mercy Health Center's Shadyside ENT is seeking a Patient Services Representative to deliver an exceptional patient experience. This full-time role ensures smooth check-in/check-out, answers calls, schedules follow-up visits, and coordinates appointment bookings at checkout.

You will collect copays, promote MyUPMC portal, verify insurance, and guide patients through HIPAA-compliant processes in a fast-paced clinical setting.

Qualifications

• Organized, patient-focused, and comfortable in a fast-paced clinical environment.

Responsibilities

• Assist with check-in and check-out of patients.
• Answer incoming calls and schedule follow-up visits.
• Book appointments the call center cannot schedule.
• Collect copays and patient payments at the point of service.
• Promote and assist with MyUPMC patient portal registration.
• Verify insurance benefits with the carrier and online systems.
• Explain HIPAA requirements and obtain necessary signatures.
• Triage and route calls to appropriate areas or clinicians.

Job description

The Patient Services Representative supporting Shadyside ENT plays a key role in delivering an exceptional patient experience. This full‑time position works Monday–Friday, 8:00 a.m.–4:30 p.m., with minimal travel to Mercy, Monroeville, and Oakland as needed. Core responsibilities include check‑in and check‑out of patients, answering incoming calls, scheduling follow‑up visits, booking appointments the call center cannot schedule, collecting copays, and making appointment‑reminder calls. The ideal candidate is organized, patient‑focused, and comfortable working in a fast‑paced clinical environment.

Responsibilities

• 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.
• Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
• Guide patient through use of self‑arrival technology or check‑in patient at desk depending on patient preference
• Schedule or connect patient to resources to schedule for ancillary services at checkout
• 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.
• Assist patients in education of financial responsibility and connect them to advocacy resources as needed
• 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
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
• Promote MyUPMC patient portal and assist patients in registration when applicable
• Collect copayments and any other applicable patient payments at the point of service
• Provide a warm greeting for all patients
• Register patients in Biometrics (fingerprint recognition) program and explain benefits
• Confirm and/or update patient registration information at checkout
• Appropriately distribute / triage phone calls to other areas and / or clinical providers
• Schedule follow‑up appointments within the practice at checkout