Emergency Department Patient Services Representative

UPMC•Washington, PA

About The Position

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Washington. The role welcomes patients upon arrival, supports use of consumer-friendly technologies, explains copayments and financial obligations, collects payments when applicable, and connects patients with financial advocacy resources when appropriate. The representative also updates patient demographic and insurance information while promoting service excellence and a positive patient and family experience. The position works four 10-hour shifts per week on varied days, including weekends and holidays. Shifts vary between 9:00 a.m.–7:30 p.m. and 5:00 p.m.–3:30 a.m.

Requirements

High school graduation or equivalent.
Experience with personal computer-based applications and various office equipment, with 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 healthcare experience, one year in a medical, billing, or fiscal setting, or six months in a UPMC Patient Access position.
Knowledge of medical terminology.
Experience with third-party health care coverage.
Strong understanding of managed care regulations.

Responsibilities

Reconcile and maintain the First Net Emergency Department Tracking Board and hospital ADT system.
Ensure accurate registration in the hospital ADT and/or clinical system during system downtime, monitoring and reconciling every patient for accuracy.
Serve as a central resource for ADT registration and problem resolution during evenings, weekends, and holidays.
Confirm insurance eligibility and support third-party reimbursement and coordination of benefits.
Counsel patients about insurance coverage and expected financial liability.
Collect and record patient payments, including copayments, coinsurance, and deductibles, on the day of service.
Provide a warm greeting to all patients.
Support UPMC core values and guiding principles and comply with departmental policies, procedures, and goals.
Incorporate dignity and respect into daily interactions.
Properly identify patients when starting a clinical record, using biometrics if 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 for services at the bedside.
Generate and complete applicable forms and necessary communications.
Obtain signatures for consent to treat, financial responsibility, and other required forms while following HIPAA rules and maintaining patient confidentiality.
Remain calm and professional in stressful situations while prioritizing work activities.
Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, and others under all conditions and circumstances.