Patient Service Representative

Intermountain Health•Grand Junction, CO

6d•$18 - $24

About The Position

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients. The role embodies Intermountain values and builds collaborative relationships with patients and fellow caregivers to provide a high level of customer and patient satisfaction. The PSR supports a superior customer experience by identifying and resolving needs related to patient intake and care, including greeting patients, checking them in and out, and verifying information they provide.

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 with electronic medical record (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual skills.

Responsibilities

Provide courteous and professional service to patients by phone, in person, and through secure messaging; identify and resolve needs related to patient intake and care.
Accurately and completely document phone calls in the electronic medical record (EMR).
Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
Register patients by phone or in person, confirming, entering, and updating required patient and guarantor demographic information and following patient identification procedures.
Obtain copies of insurance cards and identification, and obtain signatures on required forms.
Verify information on appropriate accounts to determine insurance coordination of benefits and, as applicable, pre-certification or prior authorization.
Assist patients with completing forms needed for regulatory and billing requirements 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 by reviewing communications and dashboards, monitoring patient access work queues, attending clinic or service-line meetings, and reviewing emails each shift.