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UPMC Emergency Department Patient Services Representative in Jamestown, New York

UPMC Corporate Services is hiring a full-time Emergency Department Patient Services Representative to support patient registration at the front desk and bedside located at UPMC Chautauqua.

Status: Full-time, 40 hours

Shift: primarily 5:00pm-1:30am

Days: Various days, including weekends and holidays.

An Emergency Department Patient Services Representative is responsible for welcoming patients upon arrival, promoting the usage of new and emerging consumer-friendly technologies, educating patients on their copayments and financial obligations and collecting payments when applicable, connecting patients to financial advocacy resources when appropriate, updating patient’s demographics and insurance coverage information, collecting consent signatures and promoting an overall culture of service excellence.

We are seeking candidates with a strong customer service background and a desire to be empowered to ensure a positive experience during a patient's visit to a UPMC Hospital.


  • Responsible for reconciliation and maintenance of First Net Emergency Department Tracking Board and Hospital ADT system.

  • Accountable for accurate registration into hospital ADT and/or clinical system during system downtime with monitoring and reconciliation of every patient for accuracy.Central Resource for all ADT registration and problem resolution during evenings, weekends and holidays.

  • Confirms insurance eligibility, accountable for third-party reimbursement and coordination of benefits to support a seamless billing process.

  • Counsels patients regarding insurance coverage and expected financial liability. Collects and records patient payments including co-payments, co-insurance, and deductibles on the day of service.

  • Provides a warm greeting for all patients. Support and contribute to UPMC core values and guiding principles of Your Care. Our Commitment and abide by all UPMC departmental policies, procedures and goals in the process of performing all job responsibilities. Incorporates acts of dignity and respect in daily interactions.

  • Proper patient identification to start clinical record (utilizing biometrics if applicable)

  • Facilitator of financial gatekeeping with clinical partners.

  • Accountable for maintaining a close working relationship with clinical partners to assure continual open communication with pertinent information obtained such as any alias name changes, information blocks to prevent release of information, and behavioral health insurance payors to assure timely data integrity of accounts.

  • Obtains or updates necessary demographic and insurance-related information.

  • Works independently to perform a timely patient interview and registration for services at the bed side.

  • Generates and completes all applicable forms and necessary communications. Obtains applicable signature for consent to treat and financial responsibility, along with signatures on any required forms, while following all HIPAA rules and regulations and maintaining patient confidentiality.

  • Ability to remain calm and professional when faced with stressful situations, while simultaneously prioritizing all work activities.

  • Anticipates and responds to inquiries from patients, visitors, hospital personnel, government agencies, etc. under all conditions and circumstances.

  • Required Experience:

  • Completion of High School graduate or equivalent.

  • Preferred Experience:

  • One year of experience in a healthcare setting or six months in a UPMC Patient Access position is preferred.

  • Medical Terminology, third-party health care coverage experience, and a strong understanding of managed care regulations are preferred.

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

  • Excellent interpersonal, written, and verbal communication skills are required.

  • Initiative to work productively with minimal supervision.

  • Able to work well under pressure.

Licensure, Certifications, and Clearances (to be acquired after offer acceptance and before start date – we will provide instructions on how to obtain):

  • Act 34 with renewal

UPMC is an Equal Opportunity Employer/Disability/Veteran