Emergency Department Patient Services Representative

UPMC•Williamsport, PA

3d•Onsite

About The Position

This role is responsible for welcoming patients upon arrival to the Emergency Department, promoting the usage of new and emerging consumer-friendly technologies, and educating patients on their copayments and financial obligations. The representative will collect payments when applicable, connect patients to financial advocacy resources, and update patient demographics and insurance coverage information, all while promoting an overall culture of service excellence. This position supports UPMC Williamsport and may require coverage at UPMC Muncy. The role involves varying days, including every other weekend and holiday, primarily second shift (3:00pm-11:30pm and 5:00pm-1:00am) with first shift as needed (7:00am-3:00pm, 9:00am-5:00pm, and 11:00am-7:00pm).

Requirements

Completion of High School graduate or equivalent.
Experience with personal computer based applications and other various office equipment and proficient typing skills.
Excellent interpersonal, written and verbal communication skills are required.
Initiative to work productively with minimal supervision.
Able to work well under pressure.
Act 34

Nice To Haves

2 years' experience in healthcare or 1 year in a medical/billing/fiscal setting or 6 months in a UPMC Patient Access position preferred.
Medical terminology knowledge, third party health care coverage experience and strong understanding of managed care regulations are preferred.

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 record 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.
Incorporate 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.
Work independently to perform a timely patient interview and registration for services at the bed side.
Generate and complete all applicable forms and necessary communications.
Obtain 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.