The Patient Services Representative supporting the UPMC Vision Institute – St. Margaret, 100 Delafield Road, Medical Arts Building Suite 201, Pittsburgh, PA 15215, plays a key role in delivering an exceptional patient experience. This position operates Monday through Friday with staggered daylight shifts (7:00 AM–3:30 PM, 7:30 AM–4:00 PM, or 8:00 AM–4:30 PM or until the last patient). Responsibilities include greeting and registering patients, scheduling appointments, verifying insurance, coordinating clinic flow, and providing clear, compassionate communication throughout the visit. The role requires 10% travel to support additional Vision Institute locations, including Monroeville, Mercy VI, Oakland, Bethel Park, Children’s–Lawrenceville, Natrona Heights, Shadyside, and Wexford. The ideal candidate is organized, patient‑focused, and able to adapt to a fast‑paced clinical environment while ensuring every patient receives timely, accurate, and supportive service.
Responsibilities:
- provide a warm greeting for all patientsGuide patient through use of self-arrival technology or check-in patient at desk depending on patient preferenceCollect copayments and any other applicable patient payments at the point of serviceConfirm and/or update patient registration information at checkoutSchedule follow-up appointments within the practice at checkoutSchedule or connect patient to resources to schedule for ancillary services at checkoutHelp 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 benefitsPromote MyUPMC patient portal and assist patients in registration when applicable
- Assist patients in education of financial responsibility and connect them to advocacy resources as neededConfirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiriesObtain signature of patient or family member for consent to treatment and financial responsibility following the Health Insurance Portability and Accountability Act (HIPAA) rules and regulationsAppropriately distribute / triage phone calls to other areas and / or clinical providersAssist with administrative duties in the office including but not limited to scanning of medical records and faxingStays 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 34
UPMC is an Equal Opportunity Employer/Disability/Veteran