Patient Services Representative

About the role

UPMC Corporate Services is hiring a full-time Patient Services Representative to support UPMC Wellsboro. This role provides customer service to patients and promotes the usage of new and emerging consumer-friendly technologies. Responsibilities include welcoming patients, educating them on copayments and financial obligations, collecting payments, updating patient demographics and insurance information, and scheduling subsequent appointments.

Schedule

Various 8-hour shifts Monday through Friday, as well as rotating Saturdays and holidays, between 6:00am–8:00pm. Most shifts are 6:00am–2:30pm, 7:30am–4:00pm, 8:00am–4:30pm, or 11:30am–8:00pm. Flexibility to cover all shifts as needed is required. This role rotates between registration offices, the pre-admission testing registration office, and the switchboard operator office.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through use of self-arrival technology or check them in at the desk based on 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 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 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, 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 or 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 clearance is required.