Patient Svcs Representative (Adolescent Medicine)

UPMC Department of Pediatrics is hiring a full-time Patient Services Representative to join their Adolescent Medicine team out of Oakland. This is a Monday through Friday daylight position with the hours of 8am to 4:30pm. No evenings, weekends, or holidays. This role is one of three registrars that help with overflow of check in/out, will be responsible for answering calls and portal messages to assist patients with scheduling appointments or sending messages to providers for advice, will be responsible for addressing incoming faxes and mail, will be managing specific patient lists and reaching out to families for appointment follow ups, and more.  

 The Adolescent Medicine Department is a dynamic and collaborative team dedicated to delivering high-quality, patient-centered care across a range of medical services. We are committed to innovation, continuous improvement, and supporting our team in a compassionate and inclusive environment.

Purpose:
A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence. Patient Services Representative display strong customer service skills that ensure that patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery departments.

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