Patient Services Representative

Patient Services Representative - UPMC Bone and Joint Center East

UPMC Bone and Joint Center East is seeking a Patient Services Representative to join our team in Harrisburg, PA! If you enjoy helping patients, providing outstanding customer service, and working in a fast-paced outpatient setting, this could be the perfect opportunity for you. Join a welcoming team that plays a vital role in creating a positive experience for every patient.

Location

UPMC Bone and Joint Center East 4310 Londonderry Road Harrisburg, PA 17109

Ability to assist at other office locations as needed.

Schedule

Full-time, Monday through Friday

Shifts may vary between:

• 7:30 a.m. to 4:00 p.m.
• 8:00 a.m. to 4:30 p.m.

No weekends or holidays

Why Join UPMC Bone and Joint Center East?

• Supportive and collaborative team environment
• Opportunity to work in a busy orthopedic specialty practice
• Consistent daytime schedule
• No weekends or holidays
• Meaningful role in delivering exceptional patient experiences

Join UPMC Bone and Joint Center East and become part of a team that values collaboration, exceptional service, and providing the highest level of care to our patients every day.

Purpose: A Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient's demographics and insurance coverage information, and promoting an overall culture of service excellence. Patient Services Representative display strong customer service skills that ensure that patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery departments.

Responsibilities:

• Provide a warm greeting and create a positive first impression for every patient.
• Guide patients through the use of self-arrival technology or check in patients at the front desk based 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 patients with resources to arrange ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear and understandable instructions. Follow up on unresolved patient questions or needs to ensure appropriate 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 the benefits.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Assist patients in understanding their financial responsibility and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits with the appropriate carrier through online verification systems or telephone inquiries.
• Obtain signatures from patients or family members for consent to treatment and financial responsibility in accordance with HIPAA rules and regulations.
• Appropriately distribute and triage phone calls to other departments and/or clinical providers.
• Assist with administrative duties in the office, including but not limited to scanning medical records and faxing documents.
• Stay informed on the navigation and usability of the UPMC Patient Portal; confidently and clearly communicate what patients need to know to navigate the portal, ensuring 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