Patient Services Representative

Patient Services Representative

UPMC Vascular Surgery and Vein Center

Primary Location: 2020 Technology Parkway, Suite 2600 Mechanicsburg, PA 17050

Travel Location (as needed): 2808 Old Post Road Harrisburg, PA 17110

Schedule:

• Monday through Friday
• 7:45 a.m. to 4:15 p.m.
• No weekends or holidays

About the Role

UPMC Vascular Surgery and Vein Center is seeking a Patient Services Representative to join our team in Mechanicsburg. This position offers the unique opportunity to support two specialized service lines, Vascular Surgery and the Vein Center, while working in a fun, collaborative, and team-oriented environment.

As a key member of the front office team, you will help create a welcoming experience for patients while supporting providers and ensuring smooth daily operations across the practice.

Why Join UPMC Vascular Surgery and Vein Center?

• Gain exposure to and learn two specialties: Vascular Surgery and Vein Care.
• Work in a supportive, teamwork-focused environment.
• Collaborate with experienced providers and clinical staff.
• Enjoy a consistent Monday through Friday schedule with no weekends or holidays.
• Opportunity to make a meaningful impact on the patient experience while supporting a growing specialty practice.

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 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 co-payments 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 are 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 in understanding their financial responsibility and connect them to advocacy resources as needed.
• Confirm and verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries.
• Obtain signatures from patients or family members for consent to treatment and financial responsibility following Health Insurance Portability and Accountability Act (HIPAA) rules and regulations.
• Appropriately distribute and 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, ensuring 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

UPMC is an Equal Opportunity Employer/Disability/Veteran