Patient Services Representative- UPMC West Shore, Limited Part-Time Day Shift.

UPMC•Mechanicsburg, PA

12h

About The Position

A Patient Services Representative welcomes patients and family members and promotes an overall culture of service excellence at UPMC physician practices, hospitals, and outpatient surgery departments. The role guides patients through check-in technologies, explains copayments and financial obligations, collects applicable payments, updates registration and insurance information, and schedules follow-up and ancillary services. It also helps patients navigate the healthcare system, provides follow-up on unresolved questions or needs, and connects patients with financial advocacy resources when appropriate. The representative promotes the MyUPMC patient portal, explains the benefits of the Biometrics program, and supports patients in accessing health information and care services.

Requirements

High school diploma or equivalent.
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 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 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 to schedule ancillary services at checkout.
Help patients navigate the healthcare system with clear, understandable instructions and follow up on unresolved questions or needs to support continuity of care.
Apply service-recovery principles and take appropriate action when the UPMC Experience does not meet 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 the appropriate carrier 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.
Route or triage phone calls to other areas or clinical providers as appropriate.
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 use the portal to access health information and care services.