Patient Services Representative

Patient Services Representative – UPMC Heart and Vascular

UPMC Heart and Vascular is seeking a friendly, organized, and customer-focused Patient Services Representative to join our team in Hanover, PA. This role is ideal for someone who enjoys working directly with patients, thrives in a fast-paced environment, and takes pride in providing exceptional customer service.

Located at 310 Stock Street, Suite 3, Hanover, PA 17331, our practice offers the opportunity to work alongside a highly respected group of providers in a positive, family-oriented environment where teamwork and flexibility are valued.

Schedule

• Monday through Friday
• 8:30 a.m. to 5:00 p.m.
• No weekends or holidays

A typical day may include supporting patients at the front desk by greeting them with a smile and assisting with registration, insurance verification, and appointment needs. On other days, you may work within the call center, answering patient calls, documenting encounters, responding to questions, and scheduling appointments. This is a busy, fast-paced office where strong communication skills, attention to detail, and a commitment to excellent patient care are essential.

Why Join UPMC Cardiovascular Institute?

• Positive and supportive team environment
• Family-oriented culture that values collaboration
• Flexible and engaged leadership
• Opportunity to work with a respected group of cardiovascular physicians and providers
• Monday through Friday schedule with no weekends or holidays
• Dynamic role with a mix of patient-facing and call center responsibilities

Responsibilities:

• Provide a warm and welcoming greeting to all patients.
• Guide patients through the use of self-arrival technology or check patients in at the front desk based on their 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 with resources to arrange ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear, easy-to-understand instructions and follow up on unresolved questions or needs to ensure continuity of care.
• Understand the principles of service recovery and take appropriate action when service does not meet the expectations of the UPMC Experience.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Educate patients regarding their financial responsibility and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits through online verification systems and telephone inquiries with insurance carriers.
• Obtain required patient or family member signatures for consent to treatment and financial responsibility in accordance with HIPAA regulations.
• Appropriately distribute and triage phone calls to other departments and clinical providers.
• Assist with administrative duties including scanning medical records, faxing, and other office support functions.
• Remain knowledgeable about the UPMC Patient Portal and confidently educate patients on how 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

UPMC is an Equal Opportunity Employer/Disability/Veteran