Patient Services Representative - UPMC Specialty Care Infectious Disease

UPMC•Harrisburg, PA

3d•Hybrid

About The Position

The Patient Services Representative serves as the first point of contact for patients, warmly welcoming them upon arrival and ensuring a positive and seamless experience throughout their visit. This role is responsible for promoting the use of consumer‑friendly technologies, educating patients on copayments and financial responsibilities, collecting payments when applicable, updating demographic and insurance information, and scheduling follow‑up appointments across the continuum of care. The Patient Services Representative also connects patients with financial advocacy resources as needed and consistently demonstrates strong customer service skills, contributing to a culture of service excellence and ensuring patients and their families receive the desired UPMC Experience across UPMC physician practices, hospitals, and outpatient surgery departments. Our practice is built on strong collaboration and teamwork. Physicians, nurse practitioners, physician assistants, clinical staff, and front-office team members work together as one cohesive unit with a shared commitment to delivering exceptional patient care. We foster a supportive, engaging, and employee-centered culture where every team member's voice is valued. Our department celebrates achievements through monthly recognition programs, milestone celebrations, and an Employee of the Month program. Staff members also have the opportunity to take an active role in shaping the future of the department through employee-led Retention & Recruitment and Performance Improvement Committees, with leadership positions elected annually by peers. We believe in investing in our employees' professional growth and encourage participation in department committees, improvement initiatives, and service-line opportunities that help develop leadership skills and support long-term career goals. Most importantly, we believe every employee contributes to the success of our practice and plays a vital role in creating a positive experience for our patients, colleagues, and community. We are committed to maintaining a positive, respectful, and supportive work environment where employees feel valued and empowered to succeed. Open communication, teamwork, and proactive problem-solving are at the heart of our culture. Rather than allowing challenges to grow, we work together to address concerns, develop solutions, and continuously improve our workplace. Team members support one another, celebrate successes, and share a common goal of providing outstanding patient care. This collaborative environment creates meaningful opportunities for professional growth, personal development, and career advancement. In addition to a welcoming and inclusive culture, employees enjoy: Free parking Competitive benefits, perks, & PTO Strong leadership support and mentorship Opportunities for growth and advancement within UPMC Employee involvement in departmental initiatives and decision-making A collaborative team environment focused on excellence in patient care If you are looking for a workplace where your contributions are valued, your growth is encouraged, and teamwork is truly a priority, we invite you to join our team. Apply today!

Requirements

Completion of high school graduate or equivalent is required.

Nice To Haves

Experience with personal computer-based applications, other various office equipment and proficient typing skills are preferred.
Two years of experience in a medical / billing / fiscal or customer service function is preferred.
Knowledge of medical terminology is preferred.
Prior experience with Medipac, Epic, or other health records systems is preferred.
Exceptional customer service and a genuine commitment to patient-centered care preferred.
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Responsibilities

Provide a warm greeting for all patients.
Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference.
Collect copayments and any other applicable patient payments at the point of service.
Confirm and/or update patient registration information at checkout and schedule follow-up appointments.
Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience.
Promote MyUPMC patient portal and assist patients in registration when applicable
Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
Performs in accordance with system-wide competencies/behaviors
Performs other duties as assigned.