Patient Svcs Representative II

Patient Services Representative

UPMC Cardiovascular Institute
205 South Front Street, 4th Floor (Brady Building)
Harrisburg, PA 17104

• Monday through Friday
• 8:00 a.m. to 4:30 p.m.
• No weekends or holidays

UPMC Cardiovascular Institute is seeking a friendly, organized, and patient-focused Patient Services Representative to join our team in Harrisburg. This role serves as the first point of contact for patients and plays an essential part in ensuring a positive patient experience while supporting the daily operations of our busy cardiovascular practice.

If you enjoy helping others, thrive in a fast-paced healthcare environment, and are passionate about providing exceptional customer service, we'd love to hear from you!

• Positive and supportive team culture.
• Opportunity to make a meaningful impact on the patient experience.
• Collaborative work environment with a dedicated healthcare team.
• Convenient downtown Harrisburg location within the Brady Building.
• Employees have access to designated parking lots and may utilize the shuttle service or walk to the building based on personal preference.

Join UPMC Cardiovascular Institute and become part of a team dedicated to delivering exceptional care and service to our patients every day.

Assures a positive first impression is created for patients. Performs accurate registration and scheduling of patients and a variety of other front office duties with a focus on customer service in support of the overall operation of the clinics and specialty offices. The Senior Patient Service Representative is the patient’s and public’s initial contact and is responsible to provide a positive, professional image.

Coordinates and directs the front office staff in completion of responsibilities under supervision of the Manager. Acts as a role model for employees by demonstrating excellent customer relations and outstanding communication skills.

• Coordinates front office staff in performance of daily functions.
• Attends billing/insurance meetings when appropriate.
• Attends training on financial and scheduling systems.
• Provides training to new staff and acts as a lead resource.
• Conducts periodic update meetings with front office staff.
• Verifies bank deposits and ledger sheets for cash payments.
• Maintains office supplies inventory.
• Monitors and corrects or delegates correction of error reports, open encounter reports, and any other reports assigned by manager.
• Provides manager with regular updates on status of report resolution.
• Troubleshoots process breakdowns.
• Attends customer relations training, when appropriate.
• Works with the manager to facilitate all of the above.

• Obtains and verifies demographic, financial, and guarantor information. Enters or updates information in scheduling/financial system accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days.
• Verifies patient insurance coverage with proper identification.
• Obtains and validates patient guardianship and ensures appropriate documentation.
• Properly explains payment policy.
• Collects co-payments and payments for services.
• Completes bank deposit slips and ledger sheets for cash payments.
• Provides for patient confidentiality and privacy at all times.

• Answers the telephone promptly, with a clear focus on customer service.
• Greets callers pleasantly and identifies the department as well as self.
• Returns phone calls to patients as directed by providers and documents in the patient record.
• Takes messages from patients for providers. Transfers calls regarding medical concerns to appropriate clinical personnel.
• Ensures that all messages are given to providers in a timely fashion.
• Accurately schedules, cancels, adjusts, and reschedules appointments, with attention to all scheduling criteria and physician availability.

• Processes co-payments and payments for services according to office procedure and reconciles account balances.
• Completes bank deposit slips and ledger sheets for cash payments.
• Reviews and corrects financial system error reports on a daily…