Patient Services Representative – UPMC Western Maryland
Company: UPMC Corporate Revenue Cycle
Location: 12500 Willowbrook Rd, Cumberland, MD, USA
Job Type: Full-Time | Regular
Shift: Day / Varied Shifts (including rotating weekends and holidays)
Department: Revenue Cycle – Patient Arrival
Experience Required: 2+ years in medical billing, patient services, or customer service
Company Overview
UPMC Corporate Services is a leading healthcare organization committed to delivering exceptional patient experiences across its network. The Corporate Revenue Cycle team ensures seamless patient registration, billing, and financial support, enabling patients to navigate healthcare efficiently.
Position Summary
The Patient Services Representative (PSR) serves as the first point of contact for patients and families, facilitating registration, payment collection, and access to financial and clinical resources. This role emphasizes customer service excellence, patient advocacy, and operational efficiency in a fast-paced healthcare environment.
Key Responsibilities
Greet and welcome patients, guiding them through self-check-in or desk registration.
Collect copayments and other applicable patient payments at the point of service.
Confirm and update patient demographics, insurance coverage, and registration records.
Schedule follow-up appointments and connect patients to ancillary services as needed.
Provide clear instructions to patients, assisting them in navigating the healthcare system and MyUPMC patient portal.
Educate patients on financial responsibility and connect them with advocacy resources when appropriate.
Verify insurance benefits through online systems or direct carrier communication.
Obtain signatures for consent to treatment and financial responsibility, in compliance with HIPAA regulations.
Handle phone calls, distribute inquiries to appropriate clinical or administrative areas, and assist with office administrative duties such as scanning and faxing medical records.
Maintain service excellence by applying principles of service recovery and resolving patient concerns promptly.
Qualifications
High school diploma or equivalent required; Associate’s degree preferred.
Minimum 2 years of experience in a medical, billing, fiscal, or customer service role.
Familiarity with health records systems such as Medipac, Epic, or equivalent.
Proficient in personal computer applications and office equipment; typing proficiency preferred.
Knowledge of medical terminology is an advantage.
Strong communication, interpersonal, and problem-solving skills with attention to detail.
Licensure & Certifications
Compliance with all UPMC Equal Opportunity Employer standards for Disability and Veteran status.
Familiarity with HIPAA regulations and patient privacy standards.
Why Join UPMC
Opportunity to work in a patient-centered healthcare environment with access to ongoing training and professional growth.
Engage with cutting-edge patient registration and financial technologies.
Contribute to a team focused on delivering a positive patient experience and operational excellence.
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