Emergency Department Patient Services Representative

UPMC•Williamsport, PA

20h

About The Position

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Williamsport, with coverage at UPMC Muncy also required. The position welcomes patients arriving at the emergency department, supports the use of consumer-friendly technologies, explains copayments and financial obligations, collects applicable payments, and connects patients with financial advocacy resources when appropriate. The representative updates patient demographic and insurance information while promoting service excellence and a positive experience for patients and families. The role handles emergency department tracking and registration systems, including accurate registration and reconciliation during system downtime. It serves as a central registration resource during evenings, weekends, and holidays and works closely with clinical partners to support accurate, timely account information. The representative conducts patient interviews and bedside registration, verifies insurance eligibility, obtains required forms and signatures, and maintains patient confidentiality in accordance with HIPAA. The schedule varies by day and includes every other weekend and every other holiday. Work is primarily second shift, with first shift as needed.

Requirements

High school graduation or equivalent.
Excellent interpersonal, written, and verbal communication skills.
Experience with personal computer-based applications and various office equipment, with proficient typing 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 hospital ADT and/or clinical systems during system downtime, monitoring and reconciling every patient record.
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 regarding 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.
Incorporate dignity and respect into daily interactions.
Properly identify patients to start clinical records, 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.
Obtain or update necessary demographic and insurance information.
Independently conduct timely patient interviews and bedside registration.
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 varying conditions.