Patient Svcs Representative- UPMC Optical Shop

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UPMC is hiring a Patient Services Representative to support the UPMC Optical Shop at 3606 Forbes Avenue, Pittsburgh, PA 15213. This full-time position works Monday through Friday from 8:00 a.m. to 4:30 p.m., with occasional flexibility until 5:00 p.m. to support clinic operations, physician schedules, or optical shop coverage. As the first point of contact for patients, the Patient Services Representative plays a vital role in delivering an exceptional patient experience by greeting patients, determining the reason for their visit, managing check-in and check-out processes, scheduling appointments and follow-up visits, verifying insurance eligibility, processing claims, answering phones, and collecting payments. This position requires 25-50% travel to other UPMC Vision Institute satellite locations as needed for provider coverage and operational support. The role is highly collaborative and offers the opportunity to cross-train and assist with ophthalmic technician and optical responsibilities during staff absences or PTO, making it an excellent opportunity for individuals who enjoy working in a fast-paced, team-oriented environment while expanding their skills within vision care services.

Responsibilities:

• Help patients navigate the healthcare system by providing clear and understandable instructions. Provides 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

• Understands the principles of service recovery and is 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, 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