ED Patient Svcs Representative

UPMC•Hanover, PA

About The Position

Functions under the general direction of department leadership in Patient Access. Coordinates patient access across all phases of the revenue cycle, from scheduling and registration through referral and denial management. This role supports accurate patient registration, insurance verification, financial counseling and collections, patient identification, and communication with clinical partners. The representative works independently, maintains patient confidentiality, and responds professionally to patients, visitors, hospital personnel, government agencies, and others.

Requirements

High school graduate or equivalent.
Experience with personal computer-based applications and various office equipment; proficient typing skills.
Excellent interpersonal, written, and verbal communication skills.
Initiative to work productively with minimal supervision.
Ability to work well under pressure.
Act 34 clearance.

Nice To Haves

Two years of experience in healthcare, one year in a medical, billing, or fiscal setting, or six months in a UPMC Patient Access position.
Medical terminology knowledge.
Third-party health care coverage experience.
Strong understanding of managed care regulations.

Responsibilities

Reconcile and maintain the First Net Emergency Department Tracking Board and hospital ADT system.
Accurately register patients in the hospital ADT and/or clinical system during system downtime, monitoring and reconciling each patient record.
Serve as the central resource for ADT registration and problem resolution during evenings, weekends, and holidays.
Confirm insurance eligibility and coordinate benefits to support third-party reimbursement and a seamless billing process.
Counsel patients about insurance coverage and expected financial liability; collect and record co-payments, co-insurance, and deductibles on the day of service.
Provide a warm greeting to patients.
Support UPMC core values, guiding principles, departmental policies, procedures, and goals; demonstrate dignity and respect in daily interactions.
Properly identify patients to initiate clinical records, using biometrics when applicable.
Facilitate financial gatekeeping with clinical partners.
Maintain close working relationships and open communication with clinical partners, including sharing pertinent information such as alias name changes, information blocks, and behavioral health insurance payors to support timely account data integrity.
Obtain or update demographic and insurance information.
Independently conduct timely patient interviews and register patients at the bedside.
Generate and complete applicable forms and communications; obtain required consent-to-treat, financial-responsibility, and other signatures while following HIPAA requirements and protecting confidentiality.
Remain calm and professional under stress while prioritizing work activities.
Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, and others under varied conditions.