Patient Services Representative- Ophthalmology

Patient Services Representative

UPMC Mercy Vision Institute, located in the Mercy Pavilion at 1622 Locust Street, Pittsburgh, PA 15219, is seeking a dedicated and customer-focused Patient Services Representative to join our team. This full-time, daylight position offers a MondayFriday schedule, with start times that may vary based on clinic needs. The office is typically open from 6 : 45 AM to 5 : 30 PM, providing stable daytime hours. The Patient Services Representative will support efficient clinic operations by assisting patients with scheduling, registration, check-in, and general inquiries while delivering exceptional service in a fast-paced environment. Occasional travel5% or lessmay be required to support satellite office locations in rare short-staffing situations. This role is ideal for a professional who excels in communication, organization, and patient-centered care.

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.

Qualifications :