Patient Services Representative

About the Role

We are seeking candidates with a strong customer service background and a desire to be empowered to ensure a positive experience during a patient's visit to the Cancer Center. A Patient Services Representative is responsible for welcoming patients, promoting consumer-friendly technologies, educating patients on co-payments and financial obligations, collecting payments, scheduling appointments, connecting patients to financial advocacy resources, updating demographics and insurance information, and promoting service excellence.

This full-time position offers regular, daylight hours—Monday through Friday. No evenings, holidays, or weekends!

Responsibilities

• Provide a warm greeting for all patients
• Guide patients through use of self-arrival technology or check-in at the desk based on patient preference
• Collect copayments and 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 instructions and follow-up on unresolved questions or needs to ensure continuity of care
• Understand principles of service recovery and take action to address service that does not meet UPMC Experience expectations
• Register patients in the Biometrics (fingerprint recognition) program and explain benefits
• Promote the MyUPMC patient portal and assist patients with registration
• Assist patients in understanding financial responsibility and connect them to advocacy resources as needed
• Confirm/verify insurance benefits via online verification systems or telephone inquiries
• Obtain signatures for consent to treatment and financial responsibility following HIPAA rules
• Appropriately distribute/triage phone calls to other areas or clinical providers
• Assist with administrative duties such as scanning medical records and faxing
• Stay informed on the navigation and usability of the UPMC Patient Portal and communicate this clearly to patients

Requirements

• Completion of high school diploma or equivalent is required
• Experience with personal computer-based applications, office equipment, and proficient typing skills is 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

Benefits

• Teamwork: Collaborate with colleagues and the infusion center in a small oncology office setting
• Work-Life Balance: Regular daylight hours, Monday through Friday—no evenings, holidays, or weekends
• Impact: Directly contribute to patients’ lives as part of a compassionate team dedicated to making a difference

Location

Hillman Cancer Center in Lititz, PA

UPMC is an Equal Opportunity Employer/Disability/Veteran.