Patient Services Representative - Vascular Surgery
UPMC Hamot | Full-Time | Monday-Friday, 8:00 AM - 4:30 PM
UPMC Hamot is seeking a dedicated Patient Services Representative (PSR to join our Vascular Surgery team. This position plays a vital role in delivering an exceptional patient experience while supporting the daily operations of a fast-paced specialty practice. Prior Epic experience is highly preferred.
The Patient Services Representative serves as the first point of contact for patients and families, providing excellent customer service and ensuring a seamless experience throughout the continuum of care. Responsibilities include patient registration, scheduling, insurance verification, collection of copayments, updating demographic and insurance information, and promoting the use of innovative patient-facing technologies and resources.
In the Vascular Surgery office, the PSR plays a critical role in coordinating follow-up appointments, diagnostic testing, and procedural scheduling to ensure timely and accurate patient care. This position is responsible for maintaining registration accuracy, supporting efficient patient flow, and helping providers deliver high-quality care.
Why Join Our Team?
- Monday-Friday schedule with no weekends
- Supportive and collaborative team environment
- Excellent workplace culture focused on patient-centered care
- Frequent educational and professional development opportunities
- Exposure to innovative technologies and equipment used in cardiovascular surgery, wound care, and vein procedures
- Opportunity to work closely with providers and clinical staff in a specialized surgical practice
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.
- 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:
- Act 31 Child Abuse Reporting
- Act 33
- Act 34
- Act 73 FBI Clearance
UPMC is an Equal Opportunity Employer/Disability/Veteran