What are the responsibilities and job description for the Patient Services Representative (New Castle ENT) position at UPMC?
University Ears, Nose & Throat Specialists – New Castle ENT is seeking a friendly, organized, and patient‑focused Patient Services Representative to join our team at 3124 Wilmington Rd, Suite 305, New Castle, PA 16105. This full‑time role works Monday through Friday, 8:00 AM–4:00 PM, supporting front‑office operations including patient check‑in/out, scheduling, insurance verification, phone management, and providing exceptional customer service in a fast‑paced ENT practice. The ideal candidate is detail‑oriented, professional, and able to create a positive experience for every patient. Occasional travel to our Hermitage location is required. If you thrive in a collaborative, patient‑centered environment, we encourage you to apply.
Responsibilities:
- Help patients navigate the healthcare system by providing clear and understandable instructions. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
- Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
- Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference
- Schedule or connect patient to resources to schedule for ancillary services at checkout
- 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.
- Assist patients in education of financial responsibility and connect them to advocacy resources as needed
- 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
- Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
- Promote MyUPMC patient portal and assist patients in registration when applicable
- Collect copayments and any other applicable patient payments at the point of service
- Provide a warm greeting for all patients
- Register patients in Biometrics (fingerprint recognition) program and explain benefits
- Confirm and/or update patient registration information at checkout
- Appropriately distribute / triage phone calls to other areas and / or clinical providers
- Schedule follow-up appointments within the practice at checkout