Patient Svcs Representative (Children's Primary Care)

Join our team in Oakland as a full-time Patient Services Representative.

Schedule

• Monday through Friday, daylight hours
• 8:00 AM to 4:30 PM or 8:30 AM to 5:00 PM
• No evenings or weekends

Purpose

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. This role also involves scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient demographics and insurance coverage information, and promoting an overall culture of service excellence.

Patient Services Representatives display strong customer service skills that ensure patients and family members have the desired experience at physician practices, hospitals, and outpatient surgery departments.

Responsibilities

• Help patients navigate the healthcare system by providing clear and understandable instructions.
• Provide follow-up to unresolved patient questions or needs to ensure appropriate continuity of care.
• Assist with administrative duties in the office, including scanning medical records and faxing.
• Guide patients through the use of self-arrival technology or check them in at the desk based on patient preference.
• Schedule or connect patients to resources for scheduling ancillary services at checkout.
• Understand the principles of service recovery and take appropriate action to address service that does not meet expectations.
• Assist patients in understanding their financial responsibility and connect them to advocacy resources as needed.
• Obtain signatures from patients or family members for consent to treatment and financial responsibility following HIPAA rules and regulations.
• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
• Promote the MyUPMC patient portal and assist patients in registration when applicable.
• Collect copayments and any other applicable patient payments at the point of service.
• Provide a warm greeting for all patients.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Confirm and/or update patient registration information at checkout.
• Appropriately distribute/triage phone calls to other areas and/or clinical providers.
• Schedule follow-up appointments within the practice at checkout.

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.