Patient Services Representative - EPN Rheumatology

UPMC•Erie, PA

11h

About The Position

Join EPN’s Rheumatology office as a Patient Services Representative and become the welcoming face that helps patients confidently navigate their care journey. In this vital role, you will deliver service excellence by guiding patients through check-in technologies, scheduling appointments, educating them on financial responsibilities, and ensuring a seamless experience from arrival to checkout. We are seeking candidates who are passionate about customer service, with prior customer service experience preferred, and familiarity with Epic strongly encouraged. If you thrive in a fast-paced medical office environment and are committed to creating a positive, patient-centered experience, we invite you to apply today. This full-time position will work Monday through Friday from 7:30am to 4:00pm. No holidays, evenings or weekends are required.

Requirements

Completion of high school graduate or equivalent is required.
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.
Act 31 Child Abuse Reporting with renewal
Act 33 with renewal
Act 34 with renewal
Act 73 FBI Clearance with renewal

Nice To Haves

Prior experience with Medipac, Epic, or other health records systems is preferred.

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
Schedule follow-up appointments within the practice at checkout
Schedule or connect patient to resources to schedule for ancillary services at checkout
Help patients navigate the healthcare system by providing clear and understandable instructions.
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.
Register patients in Biometrics (fingerprint recognition) program and explain benefits
Promote My UPMC patient portal and assist patients in registration when applicable
Assist patients in education of financial responsibility and connect them to advocacy resources as needed
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
Appropriately distribute / triage phone calls to other areas and / or clinical providers
Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.