Patient Services Representative - UPMC Middletown Family Practice

UPMC•Middletown, PA

3h•Onsite

About The Position

The Patient Services Representative is the first point of contact for patients, welcoming them and helping provide a positive, seamless experience throughout their visit. The role promotes consumer-friendly technologies, educates patients about copayments and financial responsibilities, collects payments when applicable, updates demographic and insurance information, and schedules follow-up appointments across the continuum of care. The representative also connects patients with financial advocacy resources as needed and contributes to service excellence across UPMC physician practices, hospitals, and outpatient surgery departments. This full-time position supports the UPMC Family Care Silver Spring team/office in Mechanicsburg. It involves eight-hour shifts scheduled within the department’s operating hours: Monday through Thursday, 7:00 a.m. to 8:00 p.m.; Friday, 7:00 a.m. to 5:00 p.m.; and Saturday, 8:00 a.m. to 12:00 p.m. Weekend and/or rotating schedule coverage may be required. Travel to UPMC locations within approximately 30 miles of the primary office may also be required; the amount may vary based on departmental needs.

Requirements

Completion of high school 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

Provide a warm greeting for all patients.
Guide patients through self-arrival technology or check them in at the desk, depending on their preference.
Collect copayments and other applicable patient payments at the point of service.
Confirm and/or update patient registration information at checkout and schedule follow-up appointments.
Follow up on unresolved patient questions or needs to ensure appropriate continuity of care.
Apply service recovery principles and take appropriate action when service does not meet UPMC Experience expectations.
Promote the MyUPMC patient portal and assist patients with registration when applicable.
Confirm or verify insurance benefits with the appropriate carrier using online verification systems or telephone inquiries.
Obtain the patient’s or family member’s signature for consent to treatment and financial responsibility in accordance with HIPAA rules and regulations.
Perform in accordance with system-wide competencies and behaviors.
Perform other duties as assigned.