Patient Services Representative - Floater

The Patient Service Representative Floater position provides coverage and support for Outpatient Behavioral Health Service Lines in Wexford, Oakland, and South Side. This role assists with staffing needs by filling in for team members during PTO, vacation, call outs or leave.

A Patient Services Representative greets patients, supports the use of patient‑friendly technologies, educates and collects copayments, schedules follow‑up appointments, updates insurance information, connects patients to financial resources, and promotes a culture of service excellence. They use strong customer service skills to ensure patients and families receive an exceptional UPMC experience.

*This position requires working in multiple locations, daytime schedule with flexibility depending on location*

Responsibilities:

• Warmly greet all patients

• Assist with self‑arrival technology or perform check‑in based on preference

• Collect copayments and other required payments at service time

• Confirm or update patient information during checkout

• Schedule follow‑up appointments and connect patients to ancillary services

• Provide clear guidance to help patients navigate the healthcare system

• Follow up on unresolved patient questions to ensure continuity of care

• Apply service‑recovery principles when care does not meet expectations

• Register patients in biometrics and explain its benefits

• Promote and assist with MyUPMC portal registration

• Educate patients on financial responsibilities and connect to advocacy resources

• Verify insurance benefits through online systems or phone

• Obtain required signatures for treatment and financial consent per HIPAA

• Properly route incoming phone calls to appropriate staff or providers

• Support administrative tasks such as scanning and faxing medical records

• Stay knowledgeable about the UPMC Patient Portal and help patients use it effectively

• Completion of high school graduate or equivalent is required.

• Experience with personal computer-based applications, other various office equipment and proficient typing skills are preferred.

• Two years of experience in a medical / billing / fiscal or customer service function is preferred. Knowledge of medical terminology is preferred. Prior experience with Medipac, Epic, or other health records systems is preferred.
  
  Licensure, Certifications, and Clearances:

• Cardiopulmonary Resuscitation (CPR)

• Comprehensive Crisis Management (CCMC)

• Act 31 Child Abuse Reporting with renewal

• Act 33 with renewal

• Act 34 with renewal

• Act 73 FBI Clearance with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran