Patient Services Representative - Metropolitan Ear, Nose And Throat - upmc

Patient Services Representative

Metropolitan Ear, Nose and Throat–UPMC is seeking a detail-oriented, customer-focused Patient Services Representative to join our front office team. In this role, you will be the first point of contact for patients, ensuring a positive and efficient experience from check-in to check-out. This position requires a high level of professionalism, excellent communication skills, and the ability to work both independently and as part of a team. This role will work Monday through Friday daylight hours (7am to 4pm) with 20% travel to other locations.

Responsibilities:

1. Provide a warm greeting for all patients
2. Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference
3. Collect copayments and any other applicable patient payments at the point of service
4. Confirm and/or update patient registration information at checkout
5. Schedule follow-up appointments within the practice at checkout
6. Schedule or connect patient to resources to schedule for ancillary services at checkout
7. Help patients navigate the healthcare system by providing clear and understandable instructions
8. Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care
9. 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
10. Register patients in Biometrics (fingerprint recognition) program and explain benefits
11. Promote MyUPMC patient portal and assist patients in registration when applicable
12. Assist patients in education of financial responsibility and connect them to advocacy resources as needed
13. Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
14. 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
15. Appropriately distribute/triage phone calls to other areas and/or clinical providers
16. Assist with administrative duties in the office including but not limited to scanning of medical records and faxing

Qualifications:

• 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