Patient Services Representative

UPMC•Pittsburgh, PA

6d•Onsite

About The Position

The Patient Services Representative welcomes patients, supports their use of consumer-friendly technologies, explains copayments and other financial responsibilities, and collects payments when applicable. The role includes scheduling follow-up and ancillary appointments, connecting patients with financial advocacy resources, maintaining demographic and insurance information, and promoting service excellence. Representatives help patients and family members have a positive UPMC experience across physician practices, hospitals, and outpatient surgery departments. This is a full-time position working 40 hours per week in five 8-hour shifts. Shifts fall between 6:00 a.m. and 6:30 p.m. and include various weekdays, weekends, and holidays.

Requirements

High school graduation or equivalent is required.
ACT 34 clearance.

Nice To Haves

Experience with personal computer-based applications and other office equipment, and 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 guide them through self-arrival technology or check them in at the desk according to their preference.
Collect copayments and other applicable patient 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, understandable instructions to help patients navigate the healthcare system.
Follow up on unresolved patient questions or needs to support continuity of care.
Apply service recovery principles and take appropriate action when service does not meet UPMC Experience expectations.
Register patients in the Biometrics fingerprint-recognition program and explain its benefits.
Promote the MyUPMC patient portal and assist patients with registration when applicable.
Educate patients about financial responsibility and connect them with advocacy resources as needed.
Confirm or verify insurance benefits with carriers using online verification 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 and distribute phone calls to other areas or clinical providers as appropriate.
Perform office administrative duties, including scanning medical records and faxing.
Perform in accordance with system-wide competencies and behaviors.
Perform other duties as assigned.