What are the responsibilities and job description for the Patient Services Representative - Mars position at UPMC?
Tri-Rivers Musculoskeletal Centers is seeking a full-time Patient Services Representative to join our team. This role involves floating between our Cranberry, North Hills Passavant, Butler Crossroad, Butler Clearview, and possibly Slippery Rock, with the home base located at our Mars office (Free parking). Enjoy a Monday-Friday daylight hours schedule with no weekends or major holidays required!
Purpose: The Patient Services Representative plays a vital role in delivering an exceptional experience for patients and their families across UPMC physician practices, hospitals, and outpatient surgery departments. This position is responsible for greeting patients upon arrival, facilitating the use of consumer-friendly technologies, educating patients about financial responsibilities, collecting payments when applicable, scheduling follow-up appointments, and connecting patients with financial advocacy resources. The representative also ensures accurate updates to patient demographics and insurance information while promoting a culture of service excellence.
Key Responsibilities:
- Provide a welcoming and professional greeting to all patients upon arrival
- Assist patients with self-arrival technology or complete check-in at the desk based on individual preference
- Collect copayments and other applicable payments at the point of service
- Confirm and update patient registration details during checkout
- Schedule follow-up appointments within the practice and coordinate ancillary services as needed
- Offer clear, understandable instructions to help patients navigate the healthcare system
- Follow up on unresolved patient questions or concerns to ensure continuity of care
- Apply principles of service recovery to address and resolve service issues effectively
- Register patients in the biometric identification program and explain its benefits
- Promote and assist with registration for the MyUPMC patient portal
- Educate patients on financial responsibilities and connect them with advocacy resources when appropriate
- Verify insurance benefits through online systems or direct communication with carriers
- Obtain necessary signatures for consent to treatment and financial responsibility in compliance with HIPAA regulations
- Appropriately direct incoming phone calls to relevant departments or clinical providers
- Support administrative tasks such as scanning medical records and faxing documents
- Demonstrate system-wide competencies and behaviors in daily performance
- Perform additional duties as assigned