Patient Services Representative- UPMC Vision Institute St. Margaret

Patient Services Representative

UPMC Vision Institute is seeking a friendly, organized, and customer-focused Patient Services Representative to support our team at UPMC Vision Institute St. Margaret, located at 100 Delafield Road, Suite 201, Medical Arts Building, Pittsburgh, PA 15215. In this role, you will serve as the first point of contact for patients, providing exceptional customer service while managing appointment scheduling, patient registration, insurance verification, and other front office responsibilities in a fast-paced ophthalmology practice. This position offers a rotating Monday through Friday daylight schedule, alternating weekly between 7:00 a.m. to 3:30 p.m., 7:30 a.m. to 4:00 p.m., and 8:00 a.m. until the last patient is seen. Enjoy weekends and holidays off while supporting high-quality patient care. The role also includes approximately 20% travel to other UPMC Vision Institute locations as needed. The ideal candidate will possess strong communication, multitasking, and problem-solving skills, along with a commitment to delivering an outstanding patient experience.

Responsibilities:

Provide a warm greeting for all patients

Guide patient through use of self-arrival technology or check-in patient at desk depending on patient 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 patient to resources to schedule for 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 the appropriate continuity of care

Understand 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

Register patients in Biometrics (fingerprint recognition) program and explain benefits

Promote MyUPMC patient portal and assist patients in registration when applicable

Assist patients in education of financial responsibility and connect them to advocacy resources as needed

Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries

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

Appropriately distribute / triage phone calls to other areas and / or clinical providers

Assist with administrative duties in the office including but not limited to scanning of medical records and faxing

Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.

Qualifications:

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:

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UPMC is an Equal Opportunity Employer/Disability/Veteran