Patient Services Representative (Eye and Ear Institute)

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The Eye and Ear Institute is seeking a friendly and detail-oriented Patient Services Representative to support our clinic on the 3rd Floor of the Eye and Ear Institute, 203 Lothrop Street, Pittsburgh, PA. This role is essential to creating a positive patient experience and includes responsibilities such as patient check-in and check-out, appointment scheduling, registration, insurance verification, and providing excellent customer service to patients and visitors. The ideal candidate is professional, organized, and enjoys working in a fast-paced healthcare environment. Hours are Monday through Friday, 8:00 a.m. to 4:30 p.m., with no evenings or weekends required.

Responsibilities:

• 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.

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

• Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference

• Schedule or connect patient to resources to schedule for ancillary services at checkout

• 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.

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

• 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

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

• Promote MyUPMC patient portal and assist patients in registration when applicable

• Collect copayments and any other applicable patient payments at the point of service

• Provide a warm greeting for all patients

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

• Confirm and/or update patient registration information at checkout

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

• Schedule follow-up appointments within the practice at checkout

• 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