Patient Svcs Representative- UPMC Optical Shop

UPMC; Pittsburgh (Allegheny County); On-site; USD 32,000 - 42,000; Full time

Job summary

UPMC is hiring a Patient Services Representative to support the UPMC Optical Shop at 3606 Forbes Avenue in Pittsburgh, PA. The role serves as the first contact for patients, assisting with check-in, scheduling, insurance verification, and payments.

The position is full-time, Monday through Friday, from 8:00 a.m. to 4:30 p.m., with occasional flexible hours to 5:00 p.m. and travel to satellite locations as needed to cover providers.

Responsibilities

• Greet patients and determine reason for visit, guiding them through check-in and check-out.
• Assist with scanning medical records and faxing administrative documents.
• Guide patients in self-arrival technology or desk check-in.
• Schedule appointments and follow-up visits.
• Verify insurance eligibility and facilitate claims.
• Answer phones and collect copayments.
• Promote MyUPMC portal and assist with registration.
• Update patient registration information at checkout.
• Triage calls and direct to appropriate clinical team.
• Support ophthalmic staff during shortages and coordinate with providers.

Job description

UPMC is hiring a Patient Services Representative to support the UPMC Optical Shop at 3606 Forbes Avenue, Pittsburgh, PA 15213. This full-time position works Monday through Friday from 8:00 a.m. to 4:30 p.m., with occasional flexibility until 5:00 p.m. to support clinic operations, physician schedules, or optical shop coverage. As the first point of contact for patients, the Patient Services Representative plays a vital role in delivering an exceptional patient experience by greeting patients, determining the reason for their visit, managing check-in and check-out processes, scheduling appointments and follow-up visits, verifying insurance eligibility, processing claims, answering phones, and collecting payments. This position requires 25-50% travel to other UPMC Vision Institute satellite locations as needed for provider coverage and operational support. The role is highly collaborative and offers the opportunity to cross-train and assist with ophthalmic technician and optical responsibilities during staff absences or PTO, making it an excellent opportunity for individuals who enjoy working in a fast-paced, team-oriented environment while expanding their skills within vision care services.

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