Emergency Department Patient Services Representative

UPMC•Pittsburgh, PA

About The Position

Join UPMC Presbyterian as a part-time Emergency Department Patient Services Representative. The role assists with patient registration at the front desk and bedside, providing a welcoming first point of contact for patients. Responsibilities include updating patient information, explaining copays and expected financial liability, collecting payments, connecting patients with financial advocacy resources, obtaining consent, and supporting service excellence. The position is 24 hours per week, with shifts of 9:00 a.m.–5:30 p.m. and 3:00 p.m.–11:30 p.m. Days vary and include weekdays, weekends, and holidays. The representative works closely with clinical partners, maintains accurate registration and account information, and handles patient and visitor inquiries while preserving confidentiality and following HIPAA requirements.

Requirements

High school graduate or equivalent.
Excellent interpersonal, written, and verbal communication skills.
Initiative to work productively with minimal supervision.

Nice To Haves

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

Responsibilities

Reconcile and maintain the First Net Emergency Department Tracking Board and the Hospital ADT system.
Register patients accurately in the hospital ADT and/or clinical system during system downtime, monitoring and reconciling every patient; 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, and collect and record payments—including copayments, coinsurance, and deductibles—on the day of service.
Greet patients warmly and support UPMC's core values, guiding principles, departmental policies, procedures, and goals, treating people with dignity and respect.
Verify patient identity to start the clinical record, 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 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 signatures for consent to treat, financial responsibility, and other required forms while following HIPAA rules 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.