Patient Services Representative

Responsibilities

• provide a warm greeting for all patients
• guide patient through use of self-arrival technology or check-in patient at desk depending 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 patient to resources to schedule for ancillary services at checkout
• help patients navigate the healthcare system by providing clear and understandable instructions
• provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
• understands the principles of service recovery and is both empowered and responsible for taking appropriate action to recover from service that does not meet the expectation of the UPMC Experience
• register patients in Biometrics (fingerprint recognition) program and explain benefits
• assist patients in education of 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 signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations
• appropriately distribute / triage phone calls to other areas and / or clinical providers
• assist with administrative duties in the office including but not limited to scanning of medical records and faxing
• stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services

Qualifications

• Completion of high school graduate or equivalent is required
• Experience with personal computer-based applications, other various 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