Patient Services Representative

UPMC•Washington, PA

About The Position

UPMC Corporate Services is hiring a full-time Patient Services Representative to support the UPMC Washington Emergency Department. The position works varied days, including weekends and holidays, from 9:00 a.m. to 7:30 p.m. The representative welcomes arriving patients and promotes consumer-friendly technologies. The role includes educating patients about copayments and financial obligations, collecting applicable payments, and connecting patients with financial advocacy resources when appropriate. The representative also updates demographic and insurance information, schedules follow-up appointments within the continuum of care, and supports a culture of service excellence so patients and family members receive the desired UPMC Experience.

Requirements

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

Nice To Haves

Experience with personal-computer-based applications and various 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

Help patients navigate the healthcare system by providing clear, understandable instructions.
Follow up on unresolved patient questions or needs to support continuity of care.
Assist with office administrative duties, including scanning medical records and faxing.
Guide patients through self-arrival technology or check them in at the desk according to their preference.
Schedule or connect patients with resources to schedule ancillary services at checkout.
Apply service recovery principles and take appropriate action when service does not meet UPMC Experience expectations.
Educate patients about financial responsibility and connect them with advocacy resources as needed.
Obtain patient or family-member signatures for consent to treatment and financial responsibility in accordance with HIPAA rules and regulations.
Confirm or verify insurance benefits with carriers using online verification systems or telephone inquiries.
Promote the MyUPMC patient portal and assist with registration when applicable.
Collect copayments and other applicable patient payments at the point of service.
Provide a warm greeting to all patients.
Register patients in the Biometrics fingerprint-recognition program and explain its benefits.
Confirm or update patient registration information at checkout.
Appropriately distribute or triage phone calls to other areas or clinical providers.
Schedule follow-up appointments within the practice at checkout.