Patient Service Representative

This role serves as the first connection between Intermountain and patients, embodying Intermountain values and focusing on establishing collaborative relationships 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 related to patient intake and care.
• 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 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 and processes those 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 / Teamwork.
• Confidentiality.
• Customer service.
• Resolving patient needs.
• Computer literacy.
• Time management.
• Critical thinking/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, hearing, and understanding spoken information quickly and accurately.
• Manual dexterity to manipulate complex and delicate supplies and equipment, including frequent computer use for typing and accessing information.
• 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 scheduled weekly hours.

Benefits

Comprehensive benefits package covering a wide range of programs to foster wellness, including health, happiness, security, connection, and engagement. Learn more about our benefits package here.

Location

Butte Clinic, Butte, Montana.