UPMC is hiring a Patient Services Representative to support the UPMC Optical Shop at 3606 Forbes Avenue, Pittsburgh, PA 15213. This full-time position works Monday through Friday from 8:00 a.m. to 4:30 p.m., with occasional flexibility until 5:00 p.m. to support clinic operations, physician schedules, or optical shop coverage. As the first point of contact for patients, the Patient Services Representative plays a vital role in delivering an exceptional patient experience by greeting patients, determining the reason for their visit, managing check-in and check-out processes, scheduling appointments and follow-up visits, verifying insurance eligibility, processing claims, answering phones, and collecting payments. This position requires 25-50% travel to other UPMC Vision Institute satellite locations as needed for provider coverage and operational support. The role is highly collaborative and offers the opportunity to cross-train and assist with ophthalmic technician and optical responsibilities during staff absences or PTO, making it an excellent opportunity for individuals who enjoy working in a fast-paced, team-oriented environment while expanding their skills within vision care services.
Responsibilities:
- 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.
- Assist with administrative duties in the office including but not limited to scanning of medical records and faxing
- Guide patient through use of self-arrival technology or check-in patient at desk depending on patient preference
- Schedule or connect patient to resources to schedule for ancillary services at checkout
- 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.
- Assist patients in education of financial responsibility and connect them to advocacy resources as needed
- 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
- Confirm/verify insurance benefits with the appropriate carrier via online verification systems or telephone inquiries
- Promote MyUPMC patient portal and assist patients in registration when applicable
- Collect copayments and any other applicable patient payments at the point of service
- Provide a warm greeting for all patients
- Register patients in Biometrics (fingerprint recognition) program and explain benefits
- Confirm and/or update patient registration information at checkout
- Appropriately distribute / triage phone calls to other areas and / or clinical providers
- Schedule follow-up appointments within the practice at checkout
- 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