Patient Service Representative

Join our healthcare team as a Patient Service Representative and serve as the first connection between Intermountain and patients. This role focuses on establishing collaborative relationships to deliver exceptional customer and patient satisfaction.

About the role

This PRN (as-needed) position is based at the North Ogden Instacare but may fill shifts across other north market locations, including Layton Parkway Instacare and Roy Instacare. PRN caregivers must work a minimum of 1 shift per week (12 hours) and 1-2 weekend shifts per month, including 1-3 holidays per year. On-call shifts are encouraged but not required.

Responsibilities

• Provide courteous and professional interactions with patients over the phone, in person, or via secure messaging.
• Resolve patient needs related to intake and care to ensure a superior customer experience.
• Document all phone calls accurately and completely in the electronic medical record (EMR).
• Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
• Register patients by confirming, entering, and updating demographic data and guarantor information.
• Follow procedures for patient identification and obtain copies of insurance cards, IDs, and required signatures.
• Verify insurance coordination of benefits, including pre-certification and prior authorization.
• Assist patients in completing forms for regulatory and billing needs, scan paperwork, and educate on financial assistance.
• Proactively request and process payments for current and past medical services.
• Stay current on role responsibilities by reviewing updates, dashboards, work queues, and attending meetings.

Requirements

• Six months of customer service experience involving interactions with customers.
• Basic computer skills, including word processing and data entry.
• Professional manner with strong interpersonal and communication skills.
• Ability to work collaboratively with patients and caregivers to deliver high satisfaction.
• Commitment to protecting privacy, confidentiality, and Protected Health Information (PHI).

Preferred Qualifications

• One year of customer service experience, including in-person and phone interactions.
• Billing and collections experience.
• Computer literacy with electronic medical records (EMR) systems and relevant software.
• High school diploma or GED.
• Multilingual abilities.

Physical Requirements

• Ongoing need to see and read information, labels, documents, and monitors.
• Frequent verbal communication with providers, colleagues, patients, and visitors.
• Manual dexterity for typing, accessing information, and handling supplies/equipment.
• May require standing for long periods, lifting supplies, or assisting patients.

Pay

Entry rate: $18.31 - $23.80 per hour, depending on experience.

Benefits

This position is benefits-eligible. Intermountain provides a comprehensive benefits package covering wellness programs for mind, body, and spirit. Learn more about our benefits.