Patient Services Representative- Ophthalmology, Children's Hospital

About the role

UPMC Children's Hospital of Pittsburgh is hiring a Patient Services Representative to support the Division of Pediatric Ophthalmology, Strabismus, and Adult Motility at 4401 Penn Avenue, Pittsburgh, PA 15224. This full-time position works Monday through Friday from 8:00 AM to 4:30 PM, offers one work-from-home day per week, and requires no weekends or holidays. The Division is comprised of four clinic locations and one administrative office, all working collaboratively to provide exceptional care to patients and families through clinical expertise, research initiatives, and outstanding administrative support. In this role, you will serve as a key point of contact for patients, primarily responsible for patient scheduling, scheduling pool management, and medical records management, while ensuring a positive patient experience and supporting the daily operations of a busy pediatric ophthalmology practice. The ideal candidate will possess strong communication, organizational, and customer service skills and enjoy working in a fast-paced, team-oriented healthcare environment.

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
• Provide follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
• Understand 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
• Promote MyUPMC patient portal and assist patients in registration when applicable
• 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
• Stay informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicate what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care 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

Licensure, Certifications, and Clearances

• Act 34