Patient Services Representative, UPMC

a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; } UPMC Pinnacle Health REACCH Program At UPMC, we are committed to providing Life Changing Medicine through compassionate, patient-centered care. UPMC is seeking a Patient Services Representative (PSR) to join our team and support a high-quality patient experience within a fast-paced clinical environment. This role is ideal for an individual with strong customer service skills who thrives in a team-oriented setting. The Patient Services Representative serves as the first point of contact for patients and plays a key role in ensuring efficient front-end operations and a positive patient experience.

What You'll Do:

• Greet and check in patients while ensuring accurate demographic and insurance information
• Answer incoming phone calls and assist with patient inquiries in a professional and timely manner
• Schedule and reschedule patient appointments while maintaining provider templates
• Manage new patient intake forms and ensure completion of required documentation
• Sort and distribute incoming mail and handle outgoing correspondence
• Maintain and organize medical records in accordance with office procedures
• Support front office operations to ensure efficient workflow and excellent patient service

Schedule:

• Monday through Friday, 7:00 AM - 3:30 PM
• Rotating extended hours until 5:30 PM on Mondays and Tuesdays
• No weekends or holidays

Why Join This Team:

• Consistent weekday schedule with no weekend or holiday requirements
• Team-oriented environment focused on patient experience and service excellence
• Opportunity to build strong patient interactions and administrative skills within a clinical setting

Responsibilities:

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• Provide a warm, welcoming experience for all patients upon arrival
• Assist patients with self-arrival technology or complete check-in at the front desk based on patient preference
• Collect co-payments and other applicable payments at the point of service
• Confirm and update patient demographic and insurance information at check-in and check-out
• Schedule and reschedule appointments, including follow-ups and ancillary services
• Answer and appropriately triage incoming phone calls to clinical staff or departments
• Support patients in navigating the healthcare system by providing clear instructions and follow-up on outstanding needs to ensure continuity of care
• Demonstrate service recovery principles and take appropriate action to address and resolve patient concerns
• Educate patients on financial responsibility and connect them with advocacy resources as needed
• Promote and assist patients with MyUPMC portal registration and ongoing use
• Enroll patients in the biometrics (fingerprint recognition) program and explain benefits
• Verify insurance benefits through online systems or payer communication
• Obtain patient or family signatures for consent to treatment and financial responsibility in compliance with HIPAA regulations
• Perform administrative duties including scanning, faxing, medical record handling, and mail distribution
• Maintain knowledge of UPMC systems and tools to effectively support patient access and communication