Patient Services Representative

at  UPMC

LICENSURE, CERTIFICATIONS, AND CLEARANCES:

• Cardiopulmonary Resuscitation (CPR)
• Comprehensive Crisis Management (CCMC)
• Act 31 Child Abuse Reporting with renewal
• Act 33 with renewal
• Act 34 with renewal
• Act 73 FBI Clearance with renewal

PURPOSE:

A Patient Services Representative at UPMC is responsible for welcoming patients, promoting new consumer-friendly technologies, educating patients on copayments and financial obligations, and collecting payments when necessary. They schedule follow-up appointments, connect patients to financial advocacy resources, update patient demographics and insurance information, and foster a culture of service excellence. Their strong customer service skills ensure that patients and their families have a positive UPMC Experience at physician practices, hospitals, and outpatient surgery departments.
This position is located in McKeesport working Monday through Friday with daylight hours.

RESPONSIBILITIES:

• Patient Interaction: Warmly greet all patients. Guide patients through self-arrival technology or check them in at the desk. Collect copayments and other payments at the point of service. Confirm and update patient registration information at checkout. Schedule follow-up appointments and connect patients to ancillary services. Help patients navigate the healthcare system with clear instructions. Provide follow-up to unresolved patient questions or needs.
• Service Recovery: Understand and apply principles of service recovery. Take appropriate action to recover from service that does not meet expectations.
• Technology and Resources: Register patients in the Biometrics program and explain benefits. Promote and assist with My UPMC patient portal registration. Educate patients on financial responsibility and connect them to advocacy resources. Confirm and verify insurance benefits.
• Administrative Duties: Obtain patient or family member signatures for consent to treatment and financial responsibility. Distribute and triage phone calls to other areas or clinical providers. Assist with office administrative duties, including scanning medical records and faxing.
• Compliance: Perform duties in accordance with system-wide competencies and behaviors. Adhere to HIPAA rules and regulations.
• 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.