Patient Services Representative

About the role

UPMC Gastroenterology Associates is seeking a friendly, organized, and patient‑focused Patient Services Representative to join our team. This role is ideal for someone who enjoys working in a fast‑paced specialty practice and is passionate about providing exceptional customer service while helping patients navigate their care journey. The position supports both front office operations and surgery scheduling activities within a collaborative gastroenterology practice.

Location: UPMC Gastroenterology Associates, 899 Poplar Church Road, Camp Hill, PA 2035; Technology Parkway, Suite 200, Mechanicsburg, PA. Travel between both practice locations is required on a scheduled basis.

Responsibilities

• Provide a warm, welcoming greeting to all patients.
• Guide patients through self‑arrival technology or check them in at the front desk based on individual preferences.
• Collect copayments and any other applicable patient payments at the point of service.
• Confirm and update patient registration information at checkout.
• Schedule follow‑up appointments within the practice at checkout.
• Schedule or connect patients with appropriate resources for ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear instructions and following up on unresolved questions to ensure continuity of care.
• Apply service‑recovery principles to address concerns and restore a positive patient experience when expectations are not met.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Educate patients regarding their financial responsibility and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits with carriers through online verification systems or telephone inquiries.
• Obtain patient or family member signatures for consent to treatment and financial responsibility in accordance with HIPAA regulations.
• Appropriately distribute and triage phone calls to other departments and clinical providers.
• Assist with administrative office duties, including scanning medical records and faxing documents.
• Maintain knowledge of the UPMC Patient Portal navigation and usability, and confidently communicate information patients need to access health information and care services.

Qualifications

• High school graduate or equivalent (required).
• Experience with personal computer‑based applications, various office equipment, and proficient typing skills (preferred).
• Two years of experience in a medical, billing, fiscal, or customer service function (preferred).
• Knowledge of medical terminology (preferred).
• Prior experience with Medipac, Epic, or other health records systems (preferred).

Licensure, Certifications, and Clearances

• Act 34

Benefits

• Collaborative and supportive team environment.
• Opportunity to work in a busy specialty practice.
• Variety in daily responsibilities.
• Direct impact on patient experience and access to care.
• Opportunity to develop expertise in surgery scheduling and specialty practice operations.

Schedule

• Full‑Time, onsite position.
• Day shift.
• Hours vary between 7:30 a.m. and 5:00 p.m.
• Travel between Camp Hill and Mechanicsburg offices as scheduled.