Patient Service Representative West End

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 on the registration system, following procedures for patient identification.
• Obtains copies of insurance cards, forms of ID, and signatures on all required forms; may verify 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
• 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 quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision, including frequent computer use.
• May require standing for long periods of time, lifting supplies, or assisting patients into/out of the clinic.

Schedule

• 3 days × 12-hour shifts
• Scheduled weekly hours: 40

Pay

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

Benefits

Comprehensive benefits package covering a wide range of programs to foster a sustainable culture of wellness, including mind, body, and spirit. Learn more about our benefits package.