Patient Services Representative (Tri Rivers Musculoskeletal Center- Butler)

UPMC•Butler, PA

5d•Onsite

About The Position

Tri-Rivers Musculoskeletal Centers is hiring a full-time Patient Services Representative for its Butler, Pennsylvania team. The multi-specialty group includes Orthopaedics, Physical Medicine and Rehabilitation, Rheumatology, and Sports Medicine. The role is based at Butler Crossroads, with possible coverage at Butler Clearview, Slippery Rock, and possibly the Cranberry/Mars office. It is a Monday-through-Friday daylight float position, with shift hours varying according to location and clinic needs: 7:00 a.m.–3:30 p.m., 8:00 a.m.–4:30 p.m., 8:30 a.m.–5:00 p.m., or 9:30 a.m.–6:00 p.m. The Patient Services Representative welcomes patients, supports use of consumer-friendly technologies, explains copayments and financial obligations, collects payments when applicable, schedules follow-up care, connects patients with financial advocacy resources, and maintains demographic and insurance information. The role promotes service excellence and helps patients and families have a positive experience at UPMC physician practices, hospitals, and outpatient surgery departments. The representative also helps patients navigate the healthcare system and the UPMC Patient Portal, and works with physicians, healthcare providers, patients, and families to support continuity of care.

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 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

Provide a warm greeting to all patients.
Guide patients 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 at checkout.
Schedule or connect patients with resources for scheduling ancillary services at checkout.
Give patients clear, understandable instructions for navigating the healthcare system and follow up on unresolved questions or needs to support continuity of care.
Use 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.
Verify insurance benefits with carriers using 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.
Appropriately distribute or triage phone calls to other areas or clinical providers.
Perform office administrative duties, including scanning medical records and faxing.
Stay informed about UPMC Patient Portal navigation and usability, and clearly explain how patients can access health information and care services.
Perform in accordance with system-wide competencies and behaviors, and carry out other duties as assigned.
Contribute to UPMC’s mission and standards of care, and maintain collaborative relationships with physicians, healthcare providers, patients, and families.