Patient Svcs Representative II

Join a Passionate Team at UPMC Family Care Silver Spring!

Are you looking to make a meaningful impact in a close-knit, patient-focused environment? This position is Monday – Friday, shifts fall anywhere between 7:30 a.m. – 7:00 p.m. depending on the staffing needs of the department. You’ll enjoy no weekends or holidays, giving you the work-life balance you deserve.

If you’re looking for a stable, supportive environment where your contributions are truly valued, we’d love to meet you!

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:

• Coordination of Personnel and Functions:
  • Coordinates front office staff in 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 sheet 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 manager.
  • Provides manager with regular updates on status of report resolution.
  • Trouble shoots process breakdowns.
  • Attends customer relations training, when appropriate.
  • Works with the manager to facilitate all of the above.
• Registration:
  • Obtains and verifies demographic, financial and guarantor information.
  • Enters or updates information in scheduling/financial system accurately, verifies and revises existing information on patients that 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 & payment for services.
  • Completes bank deposit slip and ledger sheet for cash payments.
  • Provides for patient confidentiality and privacy at all times.
• Telephone Responsibilities:
  • Answers the telephone promptly, with a clear focus on customer service.
  • Greets caller pleasantly-identify the department as well as self.
  • Returns phone calls to patients as directed by providers-documents in patient record.
  • Takes message from the patient 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.
• Administrative/Office Support:
  • Process co-payments and payment of services, according to office procedure and reconciles account balances.
  • Completes bank deposit slip and ledger sheet for cash payments.
  • Review and correct financial system error reports on a daily basis and as needed.
  • Generates & send letters to patients as directed by the providers.
  • Faxes documentation to requested parties.
  • Completes patient checkout and schedules follow-up appointment.
• Customer Service:
  • Confirms patient appointments.
  • Directs the patient appropriately.
  • Works with 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 appropriate chain of command.
  • Properly explains payment policy.
  • Collect co-payments & payment for services.
  • Complete bank deposit slip and ledger sheet for cash payments.
• Secondary Duties:
  • 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.
  • Charge Entry as needed.
  • 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.