Patient Services Representative - Kline Health Center

Purpose:
The Patient Services Representative serves as the first point of contact for patients, warmly welcoming them upon arrival and ensuring a positive and seamless experience throughout their visit. This role is responsible for promoting the use of consumer‑friendly technologies, educating patients on copayments and financial responsibilities, collecting payments when applicable, updating demographic and insurance information, and scheduling follow‑up appointments across the continuum of care. The Patient Services Representative also connects patients with financial advocacy resources as needed and consistently demonstrates strong customer service skills, contributing to a culture of service excellence and ensuring patients and their families receive the desired UPMC Experience across UPMC physician practices, hospitals, and outpatient surgery departments.

About the department: Our department offers a unique and rewarding environment where team members have the opportunity to work closely with medical residents as they complete the final years of their training to become physicians. This setting allows you to play an active role in shaping the next generation of providers by offering guidance, sharing your clinical knowledge, and contributing to their development in a hands-on, patient care setting. It’s an ideal opportunity for individuals who enjoy teaching, mentoring, and collaborating in a dynamic, learning-focused environment.
 

• Provide a warm greeting for all patients.
• Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference.
• Collect copayments and any other applicable patient payments at the point of service.
• Confirm and/or update patient registration information at checkout and schedule follow-up appointments.
• Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
• Understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience.
• Promote MyUPMC patient portal and assist patients in registration when applicable
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
• Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
• *Performs in accordance with system-wide competencies/behaviors
• *Performs other duties as assigned.