Emergency Department Patient Services Representative

About the role

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support UPMC Williamsport, with coverage at UPMC Muncy also required. This role primarily works 2nd shift (3:00pm–11:30pm and 5:00pm–1:00am) with 1st shift as needed (7:00am–3:00pm, 9:00am–5:00pm, and 11:00am–7:00pm), including every other weekend and every other holiday.

As an Emergency Department Patient Services Representative, you will welcome patients upon arrival, promote consumer-friendly technologies, educate patients on copayments and financial obligations, collect payments, and connect patients to financial advocacy resources. You will also update patient demographics and insurance coverage information while fostering 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 a seamless billing process.
• 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’s 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).
• Maintain a close working relationship with clinical partners to ensure 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 necessary 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, 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

• Primarily 2nd shift: 3:00pm–11:30pm and 5:00pm–1:00am.
• 1st shift as needed: 7:00am–3:00pm, 9:00am–5:00pm, and 11:00am–7:00pm.
• Every other weekend and every other holiday.

Licensure, Certifications, and Clearances

• Act 34 clearance required.