Patient Services Representative - Family Care

About the role

The Patient Services Representative serves as the first point of contact for patients, warmly welcoming them upon arrival and ensuring a positive and seamless experience throughout their visit. This role is responsible for promoting the use of consumer-friendly technologies, educating patients on copayments and financial responsibilities, collecting payments when applicable, updating demographic and insurance information, and scheduling follow-up appointments across the continuum of care. The Patient Services Representative also connects patients with financial advocacy resources as needed and consistently demonstrates strong customer service skills, contributing to a culture of service excellence and ensuring patients and their families receive the desired UPMC Experience across UPMC physician practices, hospitals, and outpatient surgery departments.

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 and schedule follow-up appointments. - 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. - Promote MyUPMC patient portal and assist patients in registration when applicable. - 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. - Perform in accordance with system-wide competencies/behaviors. - Perform other duties as assigned.

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. Prior healthcare/medical office experience is highly preferred.

Benefits

We are committed to providing benefits that meet your needs and support your well-being in all areas of life. These include: - Earn over 5 weeks of paid time off every year - Affordable medical, dental & vision coverage - Student loan assistance and tuition reimbursement options - Earn up to 8% of your eligible pay in retirement contributions from UPMC - Employer-paid life insurance

Pay

Competitive pay for the work that you do – base pay, merit, and premium pay.

Schedule

Shift/Hours: Monday through Friday, from 7:00am – 3:30pm. Rotating Saturdays on the 2nd and 4th weekend of every month from 8:00am-12:00pm may be required. Onsite parking, opportunities for growth/advancement, excellent benefits, a pleasant work environment, and friendly team are just a few of our perks.