Pre-Arrival Representative

UPMC•Pittsburgh, PA

21h•Hybrid

About The Position

UPMC is hiring a full-time Pre-Arrival Representative based at the Quantum One building in Pittsburgh’s Southside, with the opportunity to work from home after training. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. The Pre-Arrival Representative verifies patients’ insurance benefits and resolves insurance issues, including coordination of benefits, third-party liability, and Medicare secondary payer questionnaire issues. The role provides patients and families with early and ongoing financial education about insurance, self-pay liabilities, outside resources, and the hospital billing process. This helps patients understand their financial commitments before arriving for services and supports an exceptional patient experience. The ideal candidate has call center, billing, or insurance experience.

Requirements

High school diploma or equivalent.
At least 1 year of general customer service experience.
Knowledge of insurance payers and regulations, managed care contracts, and coordination of benefits.
Excellent organizational, interpersonal, and communication skills.
Competence with MS Office and PC skills.
Maintain an excellent attendance and punctuality record.

Nice To Haves

Experience in insurance verification and customer service.
Credentialing as a Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM).

Responsibilities

Perform duties in accordance with UPMC’s philosophy, standards, and system-wide core competencies, and follow UPMC and Revenue Cycle standards of conduct.
Protect confidential information and access patient or co-worker records only when necessary to perform job duties.
Document appropriate account activity in the applicable systems.
Attend mandatory training as defined by UPMC and Revenue Cycle policies and procedures.
Maintain compliance with quality standards and departmental productivity levels.
Verify insurance benefits with insurance companies or other agencies for admissions, outpatient services, and surgical procedures.
Provide patients and families with financial education about insurance matters, outside resources, patient financial liability, and the hospital billing process before services.
Refer self-pay and other accounts to financial counseling when appropriate.
Stay informed about changing payer guidelines and requirements.
Collect monies and post payments through NUPAY when applicable.
Work proficiently across multiple disciplines.
Perform other duties as assigned.