Patient Services Representative

Patient Services Representative - UPMC Orthopaedic Care

UPMC Orthopaedic Care is seeking a Patient Services Representative to join our team in Lititz, PA! If you enjoy helping patients, thrive in a customer-focused environment, and are looking for a rewarding outpatient opportunity with a great work-life balance, this may be the perfect role for you.

UPMC Orthopaedic Care
1555 Highlands Drive, Suite 190
Lititz, PA 17543

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

• Outpatient orthopedic practice
• Convenient location across from the hospital
• Beautiful walking trails nearby
• Supportive team environment
• Opportunity to make a positive first impression for patients
• Consistent daytime schedule with no weekends or holidays

Purpose: 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 and create a positive first impression for every patient.
• Guide patients through the use of self-arrival technology or check in patients at the front desk based on their 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 when service does not meet the expectations of the UPMC Experience.
• Register patients in the Biometrics (fingerprint recognition) program and explain its benefits.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Assist patients in understanding their financial responsibility and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits with the appropriate carrier through online verification systems or telephone inquiries.
• Obtain signatures from patients or family members for consent to treatment and financial responsibility in accordance with HIPAA rules and regulations.
• Appropriately distribute and triage phone calls to other departments and/or clinical providers.
• Assist with administrative duties, including scanning medical records and faxing documents.
• Stay informed on the navigation and usability of the UPMC Patient Portal and confidently communicate what patients need to know to ensure a smooth experience and continued access to health information and care services.