Patient Services Representative- UPMC Lititz, limited Part-Time, Evening Shift.

About the Role

A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations, and collecting payments when applicable. They schedule subsequent appointments, connect patients to financial advocacy resources, update patient demographics and insurance coverage information, and promote an overall culture of service excellence.

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 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 patients to resources 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 continuity of care.
• Understand the principles of service recovery and take appropriate action to address service that does not meet expectations.
• Register patients in the Biometrics (fingerprint recognition) program and explain benefits.
• Promote the MyUPMC patient portal and assist patients in registration when applicable.
• Assist patients in understanding their 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 signatures for consent to treatment and financial responsibility following HIPAA rules and regulations.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers.
• Assist with administrative duties in the office, including scanning medical records and faxing.
• Stay informed on the navigation and usability of the UPMC Patient Portal and communicate this information 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.