Patient Services Representative

Overview

Purpose: Do you enjoy providing customer service? Are you looking to work with patients? UPMC Corporate Services is hiring a full-time Patient Services Representative to support UPMC Northwest. Coverage at their Outpatient Lab in Reno would be required as needed. This role would work various 4, 8, or 12-hour shifts Monday through Friday, as well as rotating holidays, between 8:30am and 5:00pm.

Coverage in the Emergency Department would be required as needed. Those shifts would typically be 7:00am-3:30pm or 3:00pm-11:30pm.

• 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 be empowered and responsible for taking 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; clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
• Completion of high school graduate or equivalent is required.
• Experience with personal computer-based applications and 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.

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran