Patient Services Representative

Patient Services Representative

UPMC Orthopedic Care is seeking a friendly, organized, and customer-focused Patient Services Representative to join our fast-paced office team in Hanover, PA. This role is essential to creating a positive patient experience while supporting daily front office operations.

Join a collaborative team dedicated to delivering exceptional orthopedic care while making a difference in the lives of our patients every day.

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:

• Provide a warm and welcoming experience for all patients.
• Guide patients through the use of self-arrival technology or complete the check-in process at the front desk based on patient preference.
• Collect copayments and other applicable patient payments at the point of service.
• Confirm and update patient registration and demographic information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Schedule ancillary services or connect patients with the appropriate resources for scheduling.
• Help patients navigate the healthcare system by providing clear, understandable instructions and following up on unresolved questions or needs to ensure continuity of care.
• Demonstrate an understanding of service recovery principles and take appropriate action when patient expectations are not met, supporting the UPMC Experience.
• Register patients in the Biometrics (fingerprint recognition) program and explain the benefits of participation.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Educate patients regarding their financial responsibilities and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits through online verification systems or telephone inquiries with insurance carriers.
• Obtain patient or family member signatures for consent to treatment and financial responsibility in accordance with HIPAA regulations.
• Appropriately distribute and triage phone calls to clinical providers and other departments as needed.
• Assist with administrative duties, including scanning medical records, faxing documents, and supporting daily office operations.
• Remain knowledgeable about the UPMC Patient Portal and confidently educate patients on its features, ensuring a seamless 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

UPMC is an Equal Opportunity Employer/Disability/Veteran