Emergency Department Patient Services Representative

UPMC•Jamestown, NY

10d

About The Position

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Chautauqua. The role welcomes patients upon arrival, promotes consumer-friendly technologies, explains copayments and other financial obligations, collects applicable payments, and connects patients with financial advocacy resources. It also involves maintaining accurate patient demographic and insurance information while promoting service excellence and ensuring patients and family members receive the desired UPMC experience. The position works three 12-hour shifts per week on varied days, including every other weekend and some holidays, from 6:00 a.m. to 6:30 p.m. The representative works with clinical partners and patients to complete timely, accurate registrations, support billing and reimbursement processes, and maintain patient confidentiality.

Requirements

High school graduation or equivalent.
Experience with personal-computer-based applications and various office equipment, plus 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, or 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.
Register patients accurately in the hospital ADT and/or clinical system during downtime, monitoring and reconciling each patient record 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 follow departmental policies, procedures, and goals.
Treat people with dignity and respect in daily interactions.
Identify patients properly 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 relevant alias name changes, information blocks, and behavioral health insurance payer information to support timely account data integrity.
Obtain or update required demographic and insurance information.
Independently conduct timely patient interviews and register patients for services at the bedside.
Generate and complete applicable forms and communications.
Obtain signatures for consent to treat, financial responsibility, and other required forms while following HIPAA regulations and maintaining 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 varying conditions.