Patient Services Representative

Patient Services Representative
UPMC Orthopedic Care | 250 Fame Avenue, Hanover, PA
Day Shift

UPMC Orthopedic Care is seeking a friendly, organized, and customer-focused Patient Services Representative to join our fast-paced office team in Hanover, PA. This role is essential to creating a positive patient experience while supporting daily front office operations.

• Provide a warm and welcoming experience for all patients.
• Guide patients through the use of self-arrival technology or complete the check-in process at the front desk based on patient preference.
• Collect copayments and other applicable patient payments at the point of service.
• Confirm and update patient registration and demographic information at checkout.
• Schedule follow-up appointments within the practice at checkout.
• Schedule ancillary services or connect patients with the appropriate resources for scheduling.
• Help patients navigate the healthcare system by providing clear, understandable instructions and following up on unresolved questions or needs to ensure continuity of care.
• Demonstrate an understanding of service recovery principles and take appropriate action when patient expectations are not met, supporting the UPMC Experience.
• Register patients in the Biometrics (fingerprint recognition) program and explain the benefits of participation.
• Promote the MyUPMC patient portal and assist patients with registration when applicable.
• Educate patients regarding their financial responsibilities and connect them with advocacy resources as needed.
• Confirm and verify insurance benefits through online verification systems or telephone inquiries with insurance carriers.
• Obtain patient or family member signatures for consent to treatment and financial responsibility in accordance with HIPAA regulations.
• Appropriately distribute and triage phone calls to clinical providers and other departments as needed.
• Assist with administrative duties, including scanning medical records, faxing documents, and supporting daily office operations.
• Remain knowledgeable about the UPMC Patient Portal and confidently educate patients on its features, ensuring a seamless experience and continued access to health information and care services.