Purpose :

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.

Hours for the position are as followed :

• Must rotate holidays and weekends
• Hours listed 5a-5p does not indicate a 12-hour shift. This position is 8-hour shifts, 24 hours per week. Hours vary to accommodate the needs of dept- start times may vary between 5a and a.
• This position supports both Patient Svcs Rep and PBX Operation

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
• Completion of high school graduate or equivalent is required.
• Experience with personal computer based applications, other various office equipment and proficient typing skills are preferred.
• Two years of experience in a medical / billing / fiscal or customer service function is preferred.
• Knowledge of medical terminology is preferred.
• Prior experience with Medipac, Epic, or other health records systems is preferred.

Licensure, Certifications, and Clearances :

ACT 34

UPMC is an Equal Opportunity Employer / Disability / Veteran

Last updated : 2024-05-25