Patient Service Representative

About the role

The Patient Service Representative (PSR) 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. The PSR ensures a superior customer experience by identifying and resolving patient needs related to patient intake and care.

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. Follows procedures when identifying patients.
• Obtains copies of insurance cards, forms of ID, and signatures on all required forms.
• May verify information on appropriate accounts to determine insurance coordination of benefits, including pre-certification/prior authorization.
• 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 on current and past medical services. Receives and processes those payments following appropriate procedures.
• Stays current on role/responsibilities and updates by reviewing monthly emails/newsletters, ambulatory Epic dashboard, patient access work queues, attending clinic/service line meetings, and reviewing 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
• Adaptability
• Computer Literacy
• Payment Handling
• Critical Thinking
• Confidentiality
• Collaboration
• Time Management
• Problem Solving

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, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy, including frequent computer use for typing and accessing needed information.
• May require standing for long periods of time, lifting supplies, or assisting patients into/out of the clinic.

Pay

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

Schedule

36 scheduled weekly hours.

Benefits

Intermountain provides a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness, encompassing mind, body, and spirit.

Learn More About Our Comprehensive Benefits Package Here.

Location

Intermountain Health McKay-Dee Hospital, Ogden, Utah.