Patient Services Representative - Fertility and Reproductive Endocrinology

UPMC University of Pittsburgh Physicians is hiring a Full-Time Patient Services Representative to join their Center for Fertility and Reproductive Endocrinology team!

Hours: Monday through Friday, daylight hours primarily between 7:30am to 4:00pm. Rotating weekends and holidays, to support patient needs.

Location: UPMC Magee Women's Hospital - 300 Halket St., Pittsburgh, PA 15213. This position may be required to work at our Penn Hills office to support staffing needs, as needed.

Position Specifics: This employee will assist with front desk operations including patient check-in/check-out, scheduling, insurance verification support, pre-collection workflows, consultation review calls, management of EPIC waitlists/Fast Pass workflows, and coordination with clinical, billing, and laboratory teams. The role also supports maintaining provider schedules, managing high patient volumes, and ensuring a positive patient experience throughout the visit process.

Department Details: The UPMC Center for Fertility & Reproductive Endocrinology provides compassionate, patient-centered fertility care across multiple locations. Our team supports patients throughout all stages of their fertility journey while working collaboratively in a fast-paced, multidisciplinary environment. We are committed to excellent patient experience, teamwork, and operational efficiency.

See what being a Patient Services Representative can do for UPMC and what UPMC can do for Patient Services Representatives - it's more than just a job!

What Can You Bring to UPMC?

• Contribute to UPMC's mission of Life Changing Medicine
• Set the standards for the level and quality of care for the care delivery team
• Provide patient care activities for a group of patients and their families through the application of independent judgment, communication, and collaboration with all team members.
• Establish and maintain collaborative relationships with physicians, other health care providers, patients, and their families, to achieve desired patient outcomes throughout the continuum of care.
• Demonstrate a commitment to the community and to your health care profession

What Can UPMC Do for You?

• A career path that provides you with the right experience to be successful in the position you want to obtain now and, in the future
• Health and welfare benefits like medical, vision, dental, and life and disability, and an exceptional retirement program
• Work life balance to help manage other important aspects of your life such as: PTO, wellness programs, paid parental leave
• Competitive pay for the work that you do - base pay, merit, and premium pay

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 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 faxingPerforms in accordance with system-wide competencies/behaviors.Performs other duties as assigned.
• 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. Provide a warm greeting for all patients.
• 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 34

UPMC is an Equal Opportunity Employer/Disability/Veteran