Emergency Department Patient Services Representative

About the role

UPMC Corporate Services is hiring a part-time Emergency Department Patient Services Representative to support UPMC Kane. This role works 20-25 hours per week on varying weekdays, weekends, and rotating holidays. The primary shift is 2:30pm-10:30pm, with shifts varying to include 6:30am-3:00pm and 8:30am-5:00pm as needed.

An Emergency Department Patient Services Representative welcomes patients upon arrival, promotes consumer-friendly technologies, educates patients on copayments and financial obligations, collects payments, and connects patients to financial advocacy resources. This role also updates patient demographics and insurance coverage while promoting a culture of service excellence.

Responsibilities

• Reconcile and maintain the First Net Emergency Department Tracking Board and Hospital ADT system.
• Ensure accurate registration into hospital ADT and/or clinical systems, including during downtime, with monitoring and reconciliation for accuracy.
• Serve as the central resource for ADT registration and problem resolution during evenings, weekends, and holidays.
• Confirm insurance eligibility, coordinate benefits, and support seamless billing processes.
• Counsel patients regarding insurance coverage and expected financial liability.
• Collect and record patient payments, including co-payments, co-insurance, and deductibles on the day of service.
• Provide a warm greeting for all patients and support UPMC core values and guiding principles.
• Incorporate acts of dignity and respect in daily interactions.
• Ensure proper patient identification to start the clinical record (utilizing biometrics if applicable).
• Facilitate financial gatekeeping with clinical partners and maintain open communication regarding alias name changes, information blocks, and behavioral health insurance payors.
• Obtain or update necessary demographic and insurance-related information.
• Work independently to perform timely patient interviews and registrations at the bedside.
• Generate and complete all applicable forms and communications.
• Obtain signatures for consent to treat, financial responsibility, and required forms while adhering to HIPAA rules and maintaining patient confidentiality.
• Remain calm and professional in stressful situations while prioritizing work activities.
• Anticipate and respond to inquiries from patients, visitors, hospital personnel, and government agencies under all conditions.

Requirements

• Completion of high school diploma or equivalent.
• 2 years' experience in healthcare, or 1 year in a medical/billing/fiscal setting, or 6 months in a UPMC Patient Access position (preferred).
• Knowledge of medical terminology, third-party healthcare coverage, and managed care regulations (preferred).
• Experience with personal computer-based applications, office equipment, and proficient typing skills.
• Excellent interpersonal, written, and verbal communication skills.
• Ability to work productively with minimal supervision and under pressure.

Schedule

Part-time, 20-25 hours per week. Shifts include weekdays, weekends, and rotating holidays. Primary shift: 2:30pm-10:30pm, with variations including 6:30am-3:00pm and 8:30am-5:00pm as needed.

Licensure, Certifications, and Clearances

• Act 34 clearance required.