Patient Services Representative

UPMC Western Maryland is seeking a Full-time Patient Services Representative to join our Diagnostic Imaging Department!

Are you a people person who enjoys helping others and creating a positive experience for patients? We are looking for a friendly, compassionate, and patient-focused professional to serve as a key point of contact within our department.

This full-time role offers rotating weekday shifts of 7:30 a.m. to 4:00 p.m. and 9:00 a.m. to 5:30 p.m., with occasional coverage of a 6:15 a.m. to 3:00 p.m. shift as needed. Enjoy the added benefit of no weekend or holiday requirements!

In this role, you'll help create a welcoming environment by greeting patients with courtesy and professionalism, assisting with registration and scheduling, updating patient demographic and insurance information, and collecting copayments when applicable. You'll also help patients navigate available resources, promote convenient patient-focused technologies, and communicate proactively to ensure patients feel informed, valued, and supported throughout their visit.

The ideal candidate demonstrates strong customer service skills, a commitment to service excellence, and a passion for creating a positive experience for every patient and family member. Join our team and play an important role in supporting high-quality care and delivering the exceptional UPMC experience!

Responsibilities:

• Provide a warm greeting for all patients.
• Guide patient through use of self-arrival technology or check-in patient at 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 patient to resources to schedule for ancillary services at checkout.
• Help patients navigate the healthcare system by providing clear and understandable instructions.
• Provides follow-up to unresolved patient questions or needs to ensure the appropriate continuity of care.
• 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.
• Register patients in Biometrics (fingerprint recognition program and explain benefits.
• Promote MyUPMC patient portal and assist patients in registration when applicable.
• Assist patients in education of 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 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.
• 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 of medical records and faxing.
• Stays informed on navigation and usability of UPMC Patient Portal; confidently and clearly communicates what patients need to know to navigate the Portal to ensure a smooth experience and continued access to health information and care services.
• Performs other duties as assigned.
• 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:

UPMC is an Equal Opportunity Employer/Disability/Veteran