Patient Services Representative (Emergency Department)

Purpose:

Do you enjoy providing customer service? Are you looking to work with patients? UPMC Corporate Services is hiring a casual Patient Services Representative to support the UPMC Washington Emergency Department. A casual employee has no set shift or number of hours, but would provide their availability and be scheduled to work based on department need and their provided availability. Shifts would include varied days, weekends, and holidays, during varied shifts. A minimum of 16 hours of availability per pay period and at least 1 weekend every 4 weeks are required.

A Patient Services Representative is responsible for welcoming patients upon arrival and promoting the usage of new and emerging consumer-friendly technologies. They also educate patients on their copayments and financial obligations, collect payments when applicable, and connect patients to financial advocacy resources when appropriate. Additionally, this role updates patient's demographics and insurance coverage information, as well as schedules subsequent appointments within the continuum of care, all while promoting an overall culture of service excellence.

If you have strong customer services skills and are looking for a position that ensures that patients and family members have the desired UPMC Experience, apply today!

Responsibilities:

• 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.

• Assist with administrative duties in the office including but not limited to scanning of medical records and faxing.

• Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference.

• Schedule or connect patient to resources to schedule for ancillary services at checkout.

• 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 expectation of the UPMC Experience.

• Assist patients in education of financial responsibility and connect them to advocacy resources as needed.

• Obtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.

• Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.

• Promote 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 Biometrics (fingerprint recognition) program and explain 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.

• 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.

Licensure, Certifications, and Clearances:

• Act 34

UPMC is an Equal Opportunity Employer/Disability/Veteran