Patient Services Representative

Join our team at UPMC Mercy Hospital as a Patient Services Representative. This role is a part-time position working 20 hours a week. Shifts will be during office hours, Monday through Friday.


As a Patient Services Representative, you will be responsible for welcoming patients upon arrival, educating patients on their copayments and financial obligations and collecting payments when applicable. Additionally, you may assist with scheduling appointments, connecting patients to financial advocacy resources when appropriate, updating patients' demographics and insurance coverage information, and promoting an overall culture of service excellence.


Responsibilities:

• Provide a warm greeting for all patients. Guide patients through use of self-arrival technology or check-in patient at the 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 be 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
• Stay informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicate what patients need to know to navigate the Portal to ensure 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.

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