Patient Services Representative

Patient Services Representative - Vascular Surgery

UPMC Hamot | Full-Time | Monday-Friday, 8:00 AM - 4:30 PM

UPMC Hamot is seeking a dedicated Patient Services Representative (PSR) to join our Vascular Surgery team. This position plays a vital role in delivering an exceptional patient experience while supporting the daily operations of a fast-paced specialty practice. Prior Epic experience is highly preferred.

The Patient Services Representative serves as the first point of contact for patients and families, providing excellent customer service and ensuring a seamless experience throughout the continuum of care. Responsibilities include patient registration, scheduling, insurance verification, collection of copayments, updating demographic and insurance information, and promoting the use of innovative patient-facing technologies and resources.

In the Vascular Surgery office, the PSR plays a critical role in coordinating follow-up appointments, diagnostic testing, and procedural scheduling to ensure timely and accurate patient care. This position is responsible for maintaining registration accuracy, supporting efficient patient flow, and helping providers deliver high-quality care.

Why Join Our Team?

• Monday-Friday schedule with no weekends

• Supportive and collaborative team environment

• Excellent workplace culture focused on patient-centered care

• Frequent educational and professional development opportunities

• Exposure to innovative technologies and equipment used in cardiovascular surgery, wound care, and vein procedures

• Opportunity to work closely with providers and clinical staff in a specialized surgical practice

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.

• Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.

• Understands 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.

• 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 31 Child Abuse Reporting

• Act 33

• Act 34

• Act 73 FBI Clearance

UPMC is an Equal Opportunity Employer/Disability/Veteran