Patient Services Representative

About the role

UPMC Corporate Services is hiring a full-time Patient Services Representative to support various Rehabilitation Institute offices, including coverage at the Rehabilitation Institute Moon, Robinson, Mars, Zelienople, Wexford, Wexford Spine, Beaver, and Chippewa. This role involves working various shifts Monday through Friday during daylight and early evening hours.

A Patient Services Representative welcomes patients upon arrival, promotes the usage of new and emerging 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 information, schedules subsequent appointments, and promotes an overall culture of service excellence.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through the use of self-arrival technology or check-in at the desk based on patient preference.
• Collect copayments and any other applicable patient payments at the point of service.
• Confirm and/or update patient registration information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Schedule or connect patients to resources for ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear and understandable instructions.
• Provide follow-up to unresolved patient questions or needs to ensure continuity of care.
• Understand the principles of service recovery and take appropriate action to address service that does not meet expectations.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Assist patients in understanding their financial responsibility and connect them to advocacy resources as needed.
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
• Obtain signatures from patients or family members for consent to treatment and financial responsibility following HIPAA rules and regulations.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers.
• Assist with administrative duties in the office, including scanning medical records and faxing.
• Stay informed on the navigation and usability of the UPMC Patient Portal and communicate clearly to ensure a smooth patient experience.

Requirements

• Completion of high school diploma or equivalent is required.
• Experience with personal computer-based applications and office equipment, along with proficient typing skills, is 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.

Qualifications

Act 33, Act 34, and FBI Clearance with renewal are required.