Patient Svcs Representative II

About the Role

UPMC Neuroscience Institute is seeking a Patient Services Representative II to join our growing practice in Harrisburg, PA. This position is ideal for a highly organized, patient-focused professional who thrives in a fast-paced environment and enjoys being part of a collaborative team. This role will primarily focus on patient check-out functions, coordinating follow-up care, scheduling procedures and diagnostic testing, and ensuring patients have a seamless experience as they move through their care journey. You'll work alongside a wonderful team dedicated to providing exceptional service and compassionate care to our patients.

Why Join Us

• Be part of a rapidly growing specialty practice.
• Work with an exceptional team dedicated to neurological care and patient excellence.
• Enjoy a consistent weekday schedule.
• Gain experience in a dynamic, fast-paced environment where teamwork and patient-centered care are valued.
• Make a meaningful impact by helping patients coordinate the specialized care and services they need.

Responsibilities

• Coordinates front office staff in the performance of daily functions.
• Attends billing and insurance meetings as appropriate.
• Attends training on financial and scheduling systems.
• Provides training to new staff and serves as a lead resource.
• Conducts periodic update meetings with front office staff.
• Verifies bank deposits and ledger sheets for cash payments.
• Maintains office supply inventory.
• Monitors and corrects, or delegates correction of, error reports, open encounter reports, and other reports assigned by management.
• Provides the manager with regular updates regarding report resolution.
• Troubleshoots process breakdowns and operational issues.
• Attends customer relations training as appropriate.
• Works collaboratively with the manager to facilitate all of the above responsibilities.
• Obtains and verifies demographic, financial, and guarantor information.
• Accurately enters or updates information in scheduling and financial systems and verifies existing patient information if the patient has not been interviewed within the past 30 days.
• Verifies patient insurance coverage and obtains proper identification.
• Obtains and validates guardianship information and ensures appropriate documentation is maintained.
• Explains payment policies to patients and families.
• Collects copayments and payments for services.
• Completes bank deposit slips and ledger sheets for cash payments.
• Maintains patient confidentiality and privacy at all times.
• Answers telephone calls promptly with a strong focus on customer service.
• Greets callers professionally and identifies both the department and self.
• Returns patient phone calls as directed by providers and documents all communication appropriately in the patient record.
• Takes messages from patients for providers and transfers calls regarding medical concerns to the appropriate clinical personnel.
• Ensures all messages are delivered to providers in a timely manner.
• Accurately schedules, cancels, adjusts, and reschedules appointments while adhering to scheduling guidelines and provider availability.
• Processes copayments and payments for services according to office procedures and reconciles account balances.
• Reviews and corrects financial system error reports daily and as needed.
• Generates and sends patient correspondence as directed by providers.
• Faxes documentation to requested parties.
• Completes patient check-out and schedules follow-up appointments.
• Confirms patient appointments.
• Directs patients to the appropriate resources or departments.
• Works with patients to resolve concerns and, when necessary, escalates issues to management.
• Respects the privacy and confidentiality of patient information.
• Monitors patient flow and notifies the appropriate chain of command regarding delays or concerns.
• Explains payment policies clearly and professionally.
• Reports acutely ill patients to nursing staff or providers.
• Coordinates the ordering of supplies with the Office Manager.
• Scans documentation into the medical record.
• Opens and distributes mail.
• Completes referrals as assigned.
• Performs charge entry as needed.
• Stays informed on the navigation and usability of the UPMC Patient Portal and confidently communicates relevant information to patients, ensuring a smooth experience and continued access to health information and care services.
• Performs other duties as assigned.

Qualifications

• High School graduate or equivalent.
• Medical Secretary, Customer Service Representative, Scheduler, or Medical Assistant with a minimum of two years experience in an ambulatory care office or outpatient care facility.
• Proficiency in use of computer, keyboarding, etc. with medical terminology knowledge required.
• Accuracy and attention to detail are extremely important.
• Must possess strong organizational and communication skills and be able to work independently in a fast paced environment.

Preferred Qualifications

• Experience with Electronic Medical Record (EMR), and registration/scheduling process and systems.
• Knowledge of Medicaid, Medicare and private insurances plans.
• Knowledge of insurance verification systems.
• Previous team leader or supervisory experience.

Schedule & Location

Monday – Friday, 9:00 AM – 5:30 PM. No weekends or holidays. Occasional travel (at least 10%) to support other UPMC Neuroscience Institute locations in Mechanicsburg, Downtown Harrisburg, and York, PA. Primary location: UPMC Neuroscience Institute – Harrisburg, PA.