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, scheduling subsequent appointments within the continuum of care, connecting patients to financial advocacy resources when appropriate, updating patient’s demographics and insurance coverage information, and promoting an overall culture of service excellence. Patient Services Representative display strong customer service skills that ensure that patients and family members have the desired UPMC Experience at UPMC physician practices, hospitals, and outpatient surgery departments.

Responsibilities:

Provide a warm greeting for all patients. Guide patients through the use of self-arrival technology or check-in 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 patients to resources 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 appropriate continuity of care. Understand the principles of service recovery and take appropriate action to recover from service that does not meet expectations. Register patients in the Biometrics (fingerprint recognition) program and explain benefits. Promote the MyUPMC patient portal and assist patients with registration when applicable. Assist patients in understanding their 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 signatures from patients or family members for consent to treatment and financial responsibility, following 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 medical records and faxing.