Emergency Department Patient Services Representative

Join our team at UPMC Presbyterian Hospital as a full-time Emergency Department Patient Services Representative. In this role, you will assist with patient registration at both the front desk and bedside.


Status: Full-time, 40 hours/week
Shifts: 7:00AM - 3:30PM, 3:00PM - 11:30PM, 9:00AM - 5:30PM
Days: Various weekdays, weekends and holidays.


As an Emergency Department Patient Services Representative, you'll be the friendly face patients meet first with duties like clarifying copays, assisting with financial matters including payment collection and connecting patients with financial advocacy resources. You will also update patient info, secure consent, and foster a culture of service excellence.


Responsibilities:

• Responsible for reconciliation and maintenance of First Net Emergency Department Tracking Board and Hospital ADT system.
• Accountable for accurate registration into hospital ADT and/or clinical system during system downtime with monitoring and reconciliation of every patient for accuracy. Central Resource for all ADT registration and problem resolution during evenings, weekends and holidays.
• Confirm insurance eligibility, accountable for third-party reimbursement and coordination of benefits to support a seamless billing process.
• Counsel patients regarding insurance coverage and expected financial liability. Collects and records patient payments including co-payments, co-insurance, and deductibles on the day of service.
• Provide a warm greeting for all patients. Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and respect in daily interactions.
• Proper patient identification to start clinical record (utilizing biometrics if applicable)
• Facilitator of financial gatekeeping with clinical partners.
• Accountable for maintaining a close working relationship with clinical partners to assure continual open communication with pertinent information obtained such as any alias name changes, information blocks to prevent release of information, and behavioral health insurance payors to assure timely data integrity of accounts.
• Obtain or update necessary demographic and insurance-related information.
• Work independently to perform a timely patient interview and registration for services at the bedside.
• Generate and complete all applicable forms and necessary communications. Obtain applicable signature for consent to treat and financial responsibility, along with signatures on any required forms, while following all HIPAA rules and regulations and maintaining patient confidentiality.
• Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.
• Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.

• Completion of High School graduate or equivalent.

• One year of experience in a healthcare setting or six months in a UPMC Patient Access position is preferred.
• Medical Terminology, third-party healthcare coverage experience, and a strong understanding of managed care regulations are preferred.
• Experience with personal computer-based applications, other various office equipment, and proficient typing skills.
• Excellent interpersonal, written, and verbal communication skills are required.
• Initiative to work productively with minimal supervision.

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