Patient Services Representative

Responsibilities

• 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.
• Aid in administrative tasks such as scanning of medical records and faxing.
• Guide patients through use of self-arrival technology or check-in patient at desk depending on patient preference.
• Schedule or connect patients to resources to schedule for ancillary services at checkout.
• Understand and apply principles of service recovery to address patient concerns.
• Absorb and educate patients on financial responsibility and connect them to advocacy resources as needed.
• Obtain signatures of patients or family members for consent to treatment and financial responsibility following HIPAA rules and regulations.
• Verify insurance benefits with the appropriate carrier using online verification systems or telephone inquiries.
• Promote and assist patients in registering for the MyUPMC patient portal.
• Collect copayments and other applicable patient payments at the point of service.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Confirm and/or update patient registration information at checkout.
• Properly distribute and triage phone calls to other areas and / or clinical providers.
• Schedule follow-up appointments within the practice at checkout.

Qualifications

• Completion of high school graduate or equivalent is required.
• Experience with personal computer based applications, various office equipment, and proficient typing skills are preferred.
• Two years of experience in a medical / billing / fiscal or customer service function is preferred.
• Prior knowledge of medical terminology is preferred.
• Prior experience with Medipac, Epic, or other health records systems is preferred.