Patient Service Rep (Part-Time)

Intermountain Health

1d•$20 - $29•Onsite

About The Position

The Patient Service Rep coordinates the intake, coordination, and timely implementation of home medical equipment (HME) and supply orders. The role serves as a liaison among referral sources, providers, patients, and internal service lines to ensure accurate documentation, verification of medical necessity, and clear communication throughout the order process. Responsibilities include managing orders from referral review through delivery, and providing patient education and one-on-one equipment setups or fittings. For field or delivery assignments, the role also delivers HME products and supplies to customers. The schedule is Monday through Friday, four hours per day, with flexible hours. The role participates in an on-call rotation, including weekend coverage approximately every 10 weeks and weeknight coverage every couple of weeks. The position is based at Intermountain Health St Vincent Regional Hospital in Billings, Montana, and is scheduled for 20 hours per week.

Requirements

Demonstrated experience in customer service and patient care, with professionalism, empathy, and responsiveness.
Ability to work independently with self-motivation, accountability, sound judgment, and adaptability in team-oriented environments.
Excellent verbal, written, and interpersonal communication skills; ability to interact effectively with diverse individuals and follow verbal and written instructions.
Strong attention to detail, accuracy, dependability, organization, and time management when handling documentation and multiple responsibilities.
Proficiency with basic computer applications, including word processing, spreadsheets, databases, internet, email, and scheduling tools.
Experience working with home or durable medical equipment.
Proficiency in auditing casework.
Experience independently reviewing reports to identify trends and correct data.
Proficiency translating diagnoses into ICD-9/ICD-10 codes.
For field/delivery positions: current driver's license, insurance and reliable transportation, and an acceptable driving record; these will be verified.

Nice To Haves

Experience coordinating office operations and administrative tasks.
Continuous improvement experience.
Ability to take initiative and lead or coordinate group efforts.
Project management experience.

Responsibilities

Respond promptly to phone calls, emails, chats, and in-person inquiries; triage and route communications to appropriate departments or staff.
Coordinate patient intake and order processing by gathering referral information, entering data into the EMR, verifying insurance or self-pay status, and supporting discharges with hospital liaisons and case managers.
Coordinate delivery and fulfillment of medical equipment and supplies, select delivery methods, work with staff, and ensure timely setup in clinical and home settings.
Provide one-on-one patient support, equipment education, and fittings, ensuring equipment selections align with physician orders.
Process point-of-sale transactions, receive payments, and coordinate equipment delivery or pickup.
Collaborate across departments and maintain internal and external relationships to support seamless service delivery.
Apply problem-solving skills and knowledge of Medicare/Medicaid billing and privacy regulations.
Audit casework and reports to identify trends, correct data, and support continuous improvement.
Maintain productivity standards and obtain insurance eligibility using phone and online tools.
Translate diagnoses into ICD-9/ICD-10 codes and ensure compliance with billing and privacy regulations.
Assist with special projects and cross-functional initiatives.
For field or delivery assignments, deliver HME products and supplies to customers in a timely manner.