Patient Services Representative

2 weeks ago

Allison Park, Pennsylvania, United States UPMC Full time

The Rehabilitation Institute is seeking a Full Time Float Patient Services Representative to support our team. This position will be based out of Allison Park and will float between McCandless, Gibsonia, and other surrounding facilities as needed.

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. They also schedule subsequent appointments within the continuum of care, connect patients to financial advocacy resources when appropriate, update patient demographics and insurance coverage information, and promote an overall culture of service excellence.

Patient Services Representatives display strong customer service skills that ensure patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery departments.

Key Responsibilities:

  • 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.
  • Assist with administrative duties in the office, including scanning medical records and faxing.
  • Guide patients through the use of self-arrival technology or check-in patients at the desk depending on patient preference.
  • Schedule or connect patients to resources to schedule for ancillary services at checkout.
  • Understand the principles of service recovery and take 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 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.

Requirements:

  • High school diploma 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 with renewal.
  • Act 33 with renewal.
  • Act 34 with renewal.
  • Act 73 FBI Clearance with renewal.

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