Patient Services Representative

Patient Services Representative UPMC Heart and Vascular

Location: 1703 Innovation Drive, Suite 4120, York, PA 17408

Schedule:

• Monday Friday, 7:30 AM 5:00 PM
• No weekends or holidays

About the Role:

Are you looking for a fast-paced, patient-focused environment where you can make a meaningful impact? UPMC is seeking a Patient Services Representative to join a busy and collaborative team in York, PA. This role plays a vital part in ensuring a positive patient experience through both front desk and call center support.

What You Will Do:

• Greet and check in patients, providing a welcoming and professional first impression
• Verify and review insurance information with patients
• Answer a high volume of incoming calls and respond to patient inquiries
• Schedule and manage patient appointments
• Enter referrals and document encounters accurately in patient charts
• Manage voicemails and return calls in a timely manner
• Sort and distribute faxes; scan and upload documents into the system

Work Environment & Expectations:

• Fast-paced office setting supporting both front desk and call center functions
• Daily responsibilities may vary between check-in and call center coverage
• Strong emphasis on answering patient calls and providing timely assistance
• Utilize workflows and tip sheets to support accurate documentation and processes

What We're Looking For:

• Strong customer service skills with a patient-first mindset
• Ability to multitask and stay organized in a busy environment
• Comfortable handling high call volumes
• Attention to detail and accuracy in data entry and scheduling
• Team player with a positive, flexible attitude

Why Join UPMC?

• Positive, family-oriented team environment
• Supportive and collaborative group of providers and staff
• Flexible and team-focused culture
• Opportunity to grow within a leading healthcare organization

Life Changing Medicine starts here.

Responsibilities:

• Provide a warm, welcoming greeting to all patients upon arrival
• Assist patients with self-arrival technology or complete check-in at the desk based on patient preference
• Collect copayments and any applicable payments at the point of service
• Confirm and update patient registration information at check-out
• Schedule follow-up appointments within the practice at check-out
• Coordinate or connect patients to resources for scheduling ancillary services
• Guide patients through the healthcare system with clear, easy-to-understand instructions
• Follow up on unresolved patient questions or needs to ensure continuity of care
• Demonstrate service recovery principles and take appropriate action to uphold the UPMC Experience
• Educate patients on and enroll them in the Biometrics (fingerprint recognition) program, explaining its benefits
• Promote MyUPMC and assist patients with portal registration when applicable
• Educate patients on financial responsibility and connect them to advocacy resources as needed
• Verify insurance benefits through online systems or by contacting carriers directly
• Obtain required patient or family signatures for consent to treatment and financial responsibility in compliance with HIPAA regulations
• Triage and route incoming phone calls appropriately to clinical staff or other departments
• Support administrative functions including scanning medical records and faxing documentation
• Maintain knowledge of the MyUPMC Patient Portal and confidently guide patients in navigating features to ensure continued access to care and information

• 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