Patient Svcs Representative (ENT Washington)

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UPMC is hiring a Patient Services Representative to support University Ear, Nose, and Throat - Washington, located at 460 Washington Road, Suite 8, Washington, PA 15301. This role works Monday through Friday from 8:00 AM to 4:30 PM with approximately 10% travel required, and offers free on-site parking. The Patient Services Representative will serve as the first point of contact for patients, providing exceptional customer service while managing front office responsibilities including patient check-in/check-out, scheduling appointments, verifying insurance, collecting co-pays, and maintaining accurate patient records within the electronic medical record system. The ideal candidate is detail-oriented, organized, and able to thrive in a fast-paced clinical environment while delivering a positive patient experience and supporting the overall efficiency of the practice.

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