Patient Service Representative-1

Serves as the first connection between Intermountain and patients. This role embodies Intermountain values and focuses on establishing collaborative relationships with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction.

Responsibilities

• Provides courteous and professional connections with patients over the phone, in person, or via secure messaging.
• Resolves patient needs to ensure a superior customer experience by identifying and addressing patient intake and care requirements.
• Documents all phone calls accurately and completely in the electronic medical record (EMR).
• Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
• Registers patients over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor in the registration system, following procedures for patient identification.
• Obtains copies of insurance cards, forms of ID, and signatures on all required forms.
• Verifies insurance coordination of benefits, including pre-certification/prior authorization as needed.
• Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care.
• Scans necessary paperwork and educates patients on financial assistance.
• Proactively requests payments from patients for current and past medical services and processes payments following appropriate procedures.
• Stays current on role responsibilities and updates by reviewing monthly communications, dashboards, work queues, attending meetings, and checking emails each shift.

Requirements

• Six months of customer service experience involving interactions with customers.
• Demonstrated basic computer skills involving word processing and data entry.
• Professional manner and strong interpersonal and communication skills.
• Ability to work collaboratively with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction.
• Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

Preferred Qualifications

• One year of customer service experience involving interactions with customers in person and by phone.
• Billing and collections experience.
• Computer literacy in using electronic medical records (EMR) systems and other relevant software.
• High school diploma or GED.
• Multilingual.

Skills

• Professional etiquette and communication.
• Collaboration and teamwork.
• Confidentiality.
• Customer service.
• Resolving patient needs.
• Computer literacy.
• Time management.
• Critical thinking and situational awareness.
• Cash management.

Physical Requirements

• Ongoing need to see and read information, labels, documents, monitors, identify equipment and supplies, and assess customer needs.
• Frequent interactions requiring verbal communication as well as hearing and understanding spoken information quickly and accurately.
• Manual dexterity to manipulate complex and delicate supplies and equipment with precision, including frequent computer use.
• May require standing for long periods, lifting supplies, or assisting patients into/out of the clinic.

Pay

$18.31 - $23.80 per hour, dependent upon experience.

Schedule

40 hours per week.

Benefits

Comprehensive benefits package covering mind, body, and spirit, including programs for wellness, health, happiness, security, connection, and engagement.

Location

Horizon Clinic, Henderson, Nevada.