Patient Svcs Representative II

About the role

UPMC Orthopedics Patient Services Representative II

Location: 689 Yorktown Road, Lewisberry, PA 17339

Home base in Lewisberry with potential travel to other office locations as needed

Responsibilities

• Coordination of Personnel and Functions:
  • Coordinates front office staff in performance of daily functions.
  • Attends billing/insurance meetings when appropriate.
  • Attends training on financial and scheduling systems.
  • Provides training to new staff and acts as a lead resource.
  • Conducts periodic update meetings with front office staff.
  • Verifies bank deposits and ledger sheet for cash payments.
  • Maintains office supplies inventory.
  • Monitors and corrects or delegates correction of error reports, open encounter reports, and any other reports assigned by the manager.
  • Provides the manager with regular updates on the status of report resolution.
  • Troubleshoots process breakdowns.
• Registration:
  • Obtains and verifies demographic, financial, and guarantor information.
  • Enters or updates information in the scheduling/financial system accurately, verifying and revising existing information for patients who have not been interviewed within the past 30 days.
  • Verifies patient insurance coverage with proper identification.
  • Obtains and validates patient guardianship and ensures appropriate documentation.
  • Properly explains payment policy.
  • Collects co-payments and payment for services.
  • Completes bank deposit slip and ledger sheet for cash payments.
  • Provides for patient confidentiality and privacy at all times.
• Telephone Responsibilities:
  • Answers the telephone promptly with a clear focus on customer service.
  • Greets callers pleasantly and identifies the department as well as self.
  • Returns phone calls to patients as directed by providers and documents in the patient record.
  • Takes messages from patients for providers.
  • Transfers calls regarding medical concerns to appropriate clinical personnel.
  • Sets up and cancels appointments with attention to all scheduling criteria and physician availability.
• Administrative/Office Support:
  • Processes co-payments and payment of services according to office procedure and reconciles account balances.
  • Completes bank deposit slip and ledger sheet for cash payments.
  • Reviews and corrects financial system error reports on a daily basis and as needed.
  • Generates and sends letters to patients as directed by providers.
  • Faxes documentation to requested parties.
  • Completes patient checkout and schedules follow-up appointments.
• Customer Service:
  • Confirms patient appointments.
  • Directs patients appropriately.
  • Works with patients to resolve problems; if unable to resolve, directs the patient to the Manager.
  • Respects the privacy and confidentiality of patient information.
  • Observes and facilitates patient throughput and notifies the appropriate chain of command.
  • Properly explains payment policy.
  • Collects co-payments and payment for services.
  • Completes bank deposit slip and ledger sheet for cash payments.
• Secondary Duties:
  • Reports acutely ill patients to the nursing staff/provider.
  • Captures and distributes mail.
  • Coordinates the ordering of supplies with the Office Manager.
  • Scans information into the medical record.
  • Completes referrals as assigned.
  • Performs other duties as assigned.
  • Stays informed on navigation and usability of the UPMC Patient Portal and confidently communicates what patients need to know to navigate the portal to ensure a smooth experience and continued access to health information and care services.

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: 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.

Licensure, Certifications, and Clearances

• Act 34