Patient Services Representative

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Patient Services Representative - Gastro Associates

UPMC Gastro Associates is seeking a Patient Services Representative (PSR) to join our team! This is a great opportunity for someone who enjoys working with patients, providing excellent customer service, and supporting a busy specialty practice.

As a Patient Services Representative, you will play an important role in creating a positive patient experience while supporting the day-to-day operations of the Gastroenterology practice.

Position Details

• Full-time, onsite position

• Locations include:

• 2035 Technology Parkway, Mechanicsburg, PA

• 899 Poplar Church Road, Camp Hill, PA

• Start times vary between 7:30 a.m. and 8:00 a.m., with shifts ending between 4:30 p.m. and 5:00 p.m.

• Travel between the Mechanicsburg and Camp Hill locations is required

• Opportunity to work in a specialized Gastroenterology practice

• Collaborative, patient-focused work environment

Join a team where you can use your customer service and organizational skills to help patients feel welcomed, supported, and cared for throughout their experience.

At UPMC, we are committed to providing Life Changing Medicine while supporting our employees with opportunities to learn, grow, and build rewarding careers.

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, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence. Patient Services Representative display strong customer service skills that ensure that patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery departments.

Responsibilities:

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• Provide a warm greeting for all patients.

• Guide patients through the use of self-arrival technology or check in patients at the 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 patients to resources to schedule 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 appropriate continuity of care.

• Understand the principles of service recovery and be both empowered and responsible for taking appropriate action to recover from service that does not meet the expectations of the UPMC Experience.

• Register patients in the Biometrics (fingerprint recognition) program and explain the benefits.

• Promote the MyUPMC patient portal and assist patients with registration when applicable.

• Assist patients with understanding their 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 the signature of the patient or family member for consent to treatment and financial responsibility, following Health Insurance Portability and Accountability Act (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 medical records and faxing.

• Stay informed on the navigation and usability of the UPMC Patient Portal; confidently and clearly communicate 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, 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.Licensure, Certifications, and Clearances:

• Act 34 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran