Patient Svcs Representative II

University of Pittsburgh Medical Center • York, PA

71d

About The Position

The NeuroSciences Institute is looking for a new Patient Services Representative II to support the Sleep Medicine team. This employee will primarily support 1 physician's schedule as of now and must be flexible to the needs of this physician and the office. The position assures a positive first impression is created for patients and performs accurate registration and scheduling of patients along with a variety of other front office duties with a focus on customer service in support of the overall operation of the clinics and specialty offices. The Senior Patient Service Representative is the patient’s and public’s initial contact and is responsible for providing a positive, professional image. This role coordinates and directs the front office staff in completion of responsibilities under the supervision of the Manager and acts as a role model for employees by demonstrating excellent customer relations and outstanding communication skills.

Requirements

• High School graduate or equivalent.
• Medical Secretary, Customer Service Representative, Scheduler, or Medical Assistant with a minimum of two years' experience in an ambulatory care office or outpatient care facility.
• Proficiency in use of computer, keyboarding, etc. with medical terminology knowledge required.
• Accuracy and attention to detail are extremely important.
• Must possess strong organizational and communication skills and be able to work independently in a fast-paced environment.

Nice To Haves

• Experience with Electronic Medical Record (EMR), and registration/scheduling process and systems.
• Knowledge of Medicaid, Medicare and private insurances plans.
• Knowledge of insurance verification systems.
• Previous team leader or supervisory experience.

Responsibilities

• Coordinates front office staff in performance of daily functions.
• Attends billing/insurance meetings when appropriate.
• Attends training on financial and scheduling systems.
• Provides training to new staff and acts as a lead resource.
• Conducts periodic update meetings with front office staff.
• Verifies bank deposits and ledger sheet for cash payments.
• Maintains office supplies inventory.
• Monitors and corrects or delegates correction of error reports, open encounter reports and any other reports assigned by manager.
• Provides manager with regular updates on status of report resolution.
• Troubleshoots process breakdowns.
• Attends customer relations training, when appropriate.
• Works with the manager to facilitate all of the above.
• Obtains and verifies demographic, financial and guarantor information.
• Enters or updates information in scheduling/financial system accurately.
• Verifies patient insurance coverage with proper identification.
• Explains payment policy properly.
• Collects co-payments & payment for services.
• Completes bank deposit slip and ledger sheet for cash payments.
• Provides for patient confidentiality and privacy at all times.
• Answers the telephone promptly, with a clear focus on customer service.
• Greets caller pleasantly-identify the department as well as self.
• Returns phone calls to patients as directed by providers-documents in patient record.
• Takes message from the patient for the providers.
• Transfers calls regarding medical concerns to appropriate clinical personnel.
• Ensures that all messages are given to the providers in a timely fashion.
• Accurately schedules / cancels / adjusts / reschedules appointments.
• Processes co-payments and payment of services, according to office procedure and reconciles account balances.
• Generates & sends letters to patients as directed by the providers.
• Faxes documentation to requested parties.
• Completes patient checkout and schedules follow-up appointment.
• Confirms patient appointments.
• Directs the patient appropriately.
• Works with patient to resolve problems.
• If unable to resolve the problem, directs the patient to the Manager.
• Respects the privacy and confidentiality of patient information.
• Observes and facilitates patient throughput and notifies appropriate chain of command.
• Reports acutely ill patients to the nursing staff/provider.
• Coordinates the ordering of supplies with the Office Manager.
• Scans information into the medical record.
• Opens and distributes mail.
• Completes referrals as assigned.
• Performs other duties as assigned.
• Charge Entry as needed.
• Stays informed on navigation and usability of UPMC Patient Portal.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees