Patient Service Representative

Intermountain Health

3d•$19 - $26

About The Position

The Patient Service Representative (PSR) is the first point of connection between Intermountain and patients. The role reflects Intermountain’s values and builds collaborative relationships with patients and fellow caregivers to support a high level of customer and patient satisfaction. The PSR helps deliver a superior customer experience by identifying and resolving needs related to patient intake and care, including greeting and checking patients in and out and verifying information they provide. The position provides patient service by phone, in person, and through secure messaging; documents calls in the electronic medical record; schedules appointments and services; registers patients; gathers insurance and identification documents and required signatures; supports regulatory and billing paperwork; and processes patient payments. The caregiver stays informed about role updates and applicable clinic and service-line information. The position is at Buckley Primary Care Clinic in Aurora, Colorado, and is scheduled for 40 hours per week.

Requirements

At least six months of customer service experience involving interactions with customers.
Demonstrated basic computer skills, including word processing and data entry.
Professional manner and strong interpersonal and communication skills.
Ability to work collaboratively with patients and fellow caregivers to deliver a high level of customer and patient satisfaction.
Ability to protect patient, member, and caregiver privacy, confidentiality, and Protected Health Information (PHI).

Nice To Haves

One year of customer service experience involving in-person and telephone interactions.
Billing and collections experience.
Computer literacy using electronic medical record (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual ability.

Responsibilities

Provide courteous, professional service to patients by phone, in person, and through secure messaging, identifying and resolving needs related to patient intake and care.
Document 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, or updating required patient and guarantor demographic information, and follow patient identification procedures.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify information on appropriate accounts to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization.
Help patients complete forms required for regulatory and billing needs before clinical care; scan necessary paperwork and educate patients about financial assistance.
Proactively request payments for current and past medical services and receive and process payments according to applicable procedures.
Stay current on role responsibilities and updates, including relevant communications, dashboards, work queues, and clinic or service-line meetings.