Emergency Department Patient Services Representative

UPMC•Pittsburgh, PA

12h•Onsite

About The Position

UPMC Corporate Services is hiring a part-time Emergency Department Patient Services Representative to support patient registration at our UPMC Resolve Clinic in Pittsburgh, PA. This role is part-time, 16 hours per week, with shifts primarily on weekends from 3:00 PM to 11:30 PM, and occasionally on weekdays and holidays. The representative is responsible for welcoming patients, promoting new technologies, educating patients on financial obligations, collecting payments, connecting patients to financial advocacy resources, updating patient information, collecting signatures, and fostering a culture of service excellence. We are seeking candidates with a strong customer service background who are eager to ensure a positive patient experience.

Requirements

Completion of High School graduate or equivalent.
Excellent interpersonal, written, and verbal communication skills are required.
Initiative to work productively with minimal supervision.
Able to work well under pressure.

Nice To Haves

One year of experience in a healthcare setting or six months in a UPMC Patient Access position is preferred.
Medical Terminology, third-party healthcare coverage experience, and a strong understanding of managed care regulations are preferred.
Experience with personal computer-based applications, other various office equipment, and proficient typing skills.

Responsibilities

Responsible for reconciliation and maintenance of First Net Emergency Department Tracking Board and Hospital ADT system.
Accountable for accurate registration into hospital ADT and/or clinical system during system downtime with monitoring and reconciliation of every patient for accuracy.
Central Resource for all ADT registration and problem resolution during evenings, weekends and holidays.
Confirm insurance eligibility, accountable for third-party reimbursement and coordination of benefits to support a seamless billing process.
Counsel patients regarding insurance coverage and expected financial liability. Collect and records patient payments including co-payments, co-insurance, and deductibles on the day of service.
Provide a warm greeting for all patients. Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and respect in daily interactions.
Proper patient identification to start clinical record (utilizing biometrics if applicable)
Facilitator of financial gatekeeping with clinical partners.
Accountable for maintaining a close working relationship with clinical partners to assure continual open communication with pertinent information obtained such as any alias name changes, information blocks to prevent release of information, and behavioral health insurance payors, to assure timely data integrity of accounts.
Obtain or update necessary demographic and insurance-related information.
Works independently to perform a timely patient interview and registration for services at the bedside.
Generates and completes all applicable forms and necessary communications. Obtains applicable signature for consent to treat and financial responsibility, along with signatures on any required forms, while following all HIPAA rules and regulations and maintaining patient confidentiality.
Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.
Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.