Emergency Department Patient Services Representative

Purpose

Do you enjoy providing customer service? Do you have healthcare experience? UPMC Corporate Services is hiring a full‑time Emergency Department Patient Services Representative to support UPMC Chautauqua. This role would work from 12:00pm until 8:30pm on varying days, including every other weekend and some holidays.

An Emergency Department Patient Services Representative is responsible for welcoming patients upon arrival and promoting the usage of new and emerging consumer‑friendly technologies. They also educate patients on their copayments and financial obligations, collect payments when applicable, and connect patients to financial advocacy resources when appropriate. Additionally, this role updates patients’ demographics and insurance coverage information, all while promoting an overall culture of service excellence.

If you have strong customer‑services skills and are looking for a position that ensures patients and family members have the desired UPMC Experience, apply today!

• Responsible for reconciliation and maintenance of First Net Emergency Department Tracking Board and Hospital ADT system.
• Accountable for accurate registration into hospital ADT and/or clinical system during system downtime with monitoring and reconciliation of every patient for accuracy.
• Central Resource for all ADT registration and problem resolution during evenings, weekends and holidays.
• Confirm insurance eligibility, account for third‑party reimbursement and coordination of benefits to support a seamless billing process.
• Counsel patients regarding insurance coverage and expected financial liability.
• Collect and record patient payments including copayments, coinsurance, and deductibles on the day of service.
• Provide a warm greeting for all patients.
• Support and contribute to UPMC core values and guiding principles of “Your Care. Our Commitment” and abide by all UPMC departmental policies, procedures and goals in the performance of all job responsibilities.
• Incorporate acts of dignity and respect in daily interactions.
• Proper patient identification to start clinical record (utilizing biometrics if applicable).
• Facilitator of financial gatekeeping with clinical partners.
• Accountable for maintaining a close working relationship with clinical partners to assure continual open communication with pertinent information obtained such as any alias name changes, information blocks to prevent release of information, and behavioral health insurance payors to assure timely data integrity of accounts.
• Obtain or update necessary demographic and insurance‑related information.
• Work independently to perform a timely patient interview and registration for services at the bedside.
• Generate and complete all applicable forms and necessary communications.
• Obtain applicable signature for consent to treat and financial responsibility, along with signatures on any required forms, while following all HIPAA rules and regulations and maintaining patient confidentiality.
• Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.
• Anticipate and respond to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.
• Completion of High School graduate or equivalent.
• 2 years’ experience in a healthcare or 1 year in a medical/billing/fiscal setting or 6 months in a UPMC Patient Access position preferred.
• Medical terminology knowledge, third‑party health care coverage experience and strong understanding of managed care regulations are preferred.
• Experience with personal computer‑based applications and other various office equipment and proficient typing skills.
• Excellent interpersonal, written and verbal communication skills are required.
• Initiative to work productively with minimal supervision.
• Able to work well under pressure.

NY Mandated Reporter Training. UPMC is an Equal Opportunity Employer/Disability/Veteran.