Patient Services Representative - Vascular Surgery

UPMC Hamot is seeking a dedicated Patient Services Representative (PSR) to join our Vascular Surgery team. This position plays a vital role in delivering an exceptional patient experience while supporting the daily operations of a fast-paced specialty practice.

About the role

The Patient Services Representative serves as the first point of contact for patients and families, providing excellent customer service and ensuring a seamless experience throughout the continuum of care. In the Vascular Surgery office, the PSR plays a critical role in coordinating follow-up appointments, diagnostic testing, and procedural scheduling to ensure timely and accurate patient care.

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 take 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 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

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

Schedule

Monday–Friday, 8:00 AM – 4:30 PM

Benefits

• Monday–Friday schedule with no weekends
• Supportive and collaborative team environment
• Excellent workplace culture focused on patient-centered care
• Frequent educational and professional development opportunities
• Exposure to innovative technologies and equipment used in cardiovascular surgery, wound care, and vein procedures
• Opportunity to work closely with providers and clinical staff in a specialized surgical practice

Licensure, Certifications, and Clearances

• Act 31 Child Abuse Reporting
• Act 33
• Act 34
• Act 73 FBI Clearance