Patient Svcs Representative (Groff Orthopaedics, Shadyside)

UPMC•Pittsburgh, PA

3d•Onsite

About The Position

UPMC Groff Orthopaedics is hiring a full-time Patient Services Representative for its Shadyside office. This Monday-through-Friday daylight position has no evening or weekend hours. The office has a small-practice feel, with one provider. The representative handles front-desk and administrative duties, including answering phones, scheduling, patient check-in and check-out, and insurance verification. The Patient Services Representative welcomes patients, supports registration and arrival, promotes patient-friendly technologies such as self-arrival and the MyUPMC portal, and helps patients understand copayments and other financial responsibilities. The role includes collecting payments when applicable, updating demographic and insurance information, scheduling follow-up and ancillary-service appointments, and connecting patients with financial advocacy resources as needed. The representative also helps patients navigate the healthcare system, follows up on unresolved questions, and uses service-recovery principles to support a positive patient experience. Additional duties include verifying insurance benefits, obtaining treatment and financial-responsibility consent in accordance with HIPAA requirements, directing or triaging phone calls, registering patients for the Biometrics program, and performing office administration such as scanning medical records and faxing. The position contributes to UPMC’s mission and promotes service excellence through collaboration with patients, families, physicians, and other healthcare providers.

Requirements

High school graduation or equivalent is required.
Act 31 Child Abuse Reporting clearance with renewal.
Act 33 clearance with renewal.
Act 34 clearance with renewal.
Act 73 FBI Clearance with renewal.

Nice To Haves

Experience with personal computer-based applications and various office equipment, with proficient typing skills.
Two years of experience in a medical, billing, fiscal, or customer service function.
Knowledge of medical terminology.
Prior experience with Medipac, Epic, or other health records systems.

Responsibilities

Welcome patients and provide a warm greeting.
Guide patients through self-arrival technology or check them in at the desk according to their preference.
Collect copayments and other applicable payments at the point of service.
Confirm or update patient registration information at checkout.
Schedule follow-up appointments within the practice and schedule or connect patients with resources for ancillary services.
Provide clear instructions to help patients navigate the healthcare system, and follow up on unresolved questions or needs.
Apply service-recovery principles and take appropriate action when service does not meet expectations.
Register patients in the Biometrics fingerprint-recognition program and explain its benefits.
Promote the MyUPMC patient portal and assist with registration when applicable; communicate how to use the portal.
Educate patients about financial responsibility and connect them with advocacy resources as needed.
Verify insurance benefits with carriers through online systems or telephone inquiries.
Obtain patient or family-member signatures for consent to treatment and financial responsibility in accordance with HIPAA rules and regulations.
Triage or distribute phone calls to other areas or clinical providers.
Perform office administrative duties, including scanning medical records and faxing.
Perform in accordance with system-wide competencies and behaviors, and complete other duties as assigned.