Patient Services Representative II - Arlington Orthopedics
Are you looking to grow your career in healthcare while making a positive impact on the patient experience? UPMC Arlington Orthopedics is seeking a Patient Services Representative II to join our team!
In this role, you'll help create a welcoming and efficient experience for patients while supporting the day-to-day operations of a busy orthopedic practice. This is a great opportunity for someone who enjoys working with people, staying organized, and being part of a collaborative healthcare team.
Schedule
- Full-time, Monday through Friday
- Various start and end times
- Hours may fall between 7:15 a.m. and 7:00 p.m.
- Onsite position
Locations
This position will support both Arlington Orthopedics locations:
- 820 Sir Thomas Ct., Harrisburg, PA 17109
- 1830 Good Hope Rd., Enola, PA 17025
Why UPMC Arlington Orthopedics?
This position offers the opportunity to work with a collaborative orthopedic team while continuing to build your patient service and healthcare experience.
If you are organized, customer-focused, and ready to take the next step in your healthcare career, we encourage you to apply!
Purpose:
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.
Responsibilities:
- Coordinates front office staff in the 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 the manager.
- Provides the manager with regular updates on the 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 the scheduling/financial system accurately and verifies and revises existing information on patients who 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 them in the patient record.
- Takes messages from patients for the providers. Transfers calls regarding medical concerns to appropriate clinical personnel.
- Ensures that all messages are given to the providers in a timely fashion.
- Accurately schedules/cancels/adjusts/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 basis and as needed.
- Generates and sends letters to patients as directed by the providers.
- Faxes documentation to requested parties.
- Completes patient checkout and schedules follow-up appointments.
- Confirms patient appointments.
- Directs the patient appropriately.
- Works with the patient to resolve problems. If unable to resolve the problem, directs the patient to the Manager.
- Respects the privacy and confidentiality of patient information.
- Observes and facilitates patient throughput and notifies the appropriate chain of command.
- Properly explains payment policy.
- Collects co-payments and payments for services.
- Completes bank deposit slips and ledger sheets for cash payments.
- Reports acutely ill patients to the nursing staff/provider.
- Coordinates the ordering of supplies with the Office Manager.
- Scans information into the medical record.
- Opens and distributes mail.
- Completes referrals as assigned.
- Performs other duties as assigned.
- Completes charge entry as needed.
- Stays informed on the navigation and usability of the 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.
- High School graduate or equivalent.
- Medical Secretary, Customer Service Representative, Scheduler, or Medical Assistant with a minimum of two years experience in an ambulatory care office or outpatient care facility.
- Proficiency in use of computer, keyboarding, etc. with medical terminology knowledge required.
- Accuracy and attention to detail are extremely important.
- Must possess strong organizational and communication skills and be able to work independently in a fast paced environment.
- Preferred:Experience with Electronic Medical Record (EMR, and registration/scheduling process and systems.
- Knowledge of Medicaid, Medicare and private insurances plans. Knowledge of insurance verification systems. Previous team leader or supervisory experience
Licensure, Certifications, and Clearances:
UPMC is an Equal Opportunity Employer/Disability/Veteran