Patient Services Representative

Purpose

A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence.

Responsibilities

• Provide a warm and welcoming experience for all patients upon arrival
• Guide patients through self-arrival technology or complete check-in at the desk based on patient preference
• Collect copayments and other applicable payments at the point of service
• Confirm and update patient registration information at check-out
• Schedule follow-up appointments within the practice at check-out
• Coordinate scheduling or connect patients to resources for ancillary services
• Assist patients in navigating the healthcare system by providing clear, understandable instructions
• Follow up on unresolved patient questions or needs to ensure continuity of care
• Demonstrate service recovery principles and take appropriate action to address patient concerns
• Register patients in the Biometrics (fingerprint recognition) program and explain the benefits
• Promote the MyUPMC patient portal and assist with patient registration as needed
• Education patients on financial responsibility and connect them with advocacy resources when appropriate
• Verify insurance benefits through online systems or phone inquiries with insurance carriers
• Obtain required patient or family signatures for consent to treatment and financial responsibility in compliance with HIPAA regulations
• Triage and distribute phone calls appropriately to clinical staff or other departments
• Support administrative functions, including scanning medical records and faxing documents
• Maintain knowledge of the MyUPMC Patient Portal and confidently assist patients with navigation to ensure a smooth experience and continued access to care and services

Requirements

• 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