Patient Services Representative- UPMC Lab Services, 3 Walnut, Part-time Day Shift

About the Role

A Patient Services Representative is responsible for welcoming patients, promoting consumer-friendly technologies, educating patients on copayments and financial obligations, collecting payments, scheduling appointments, connecting patients to financial advocacy resources, updating patient demographics and insurance information, and fostering a culture of service excellence.

Responsibilities

• Provide a warm greeting for all patients.
• Guide patients through self-arrival technology or check-in at the desk based on 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 with clear instructions.
• Provide follow-up to unresolved patient questions or needs to ensure continuity of care.
• Apply service recovery principles to address and resolve service issues that do not meet expectations.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Promote the MyUPMC patient portal and assist patients with registration.
• Educate patients on financial responsibility and connect them to advocacy resources as needed.
• Confirm/verify insurance benefits via online systems or telephone inquiries.
• Obtain patient or family member signatures for consent to treatment and financial responsibility in compliance with HIPAA.
• 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.

Licensure, Certifications, and Clearances

• Act 34 clearance required.