Patient Service Representative- Front Desk Clinic

Intermountain Health

5d•$18 - $24•Onsite

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 deliver a high level of customer and patient satisfaction. The PSR provides a superior customer experience by identifying and resolving needs related to patient intake and care, including greeting and checking in or out patients and verifying information supplied by patients. The position communicates with patients by phone, in person, and secure messaging; documents calls in the electronic medical record; schedules appointments; registers patients; verifies and collects required registration information and paperwork; and processes payments. The PSR also stays current on role responsibilities, updates, and clinic procedures.

Requirements

At least six months of customer service experience involving customer interactions.
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 high 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 ability.

Responsibilities

Provide courteous, professional connections with patients by phone, in person, or through secure messaging, and resolve 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 coordination of insurance benefits and, when applicable, pre-certification or prior authorization.
Assist patients with forms required for regulatory and billing needs, scan paperwork, and educate patients about financial assistance.
Proactively request payments for current and past medical services and receive and process payments according to procedures.
Stay current on responsibilities and updates by reviewing communications and dashboards, checking work queues and email, and attending clinic or service-line meetings.