Patient Service Representative

Intermountain Health•Belgrade, MT

23h•Onsite

About The Position

The Patient Service Representative (PSR) serves as the initial point of contact between Intermountain Health and its patients. This role is crucial for embodying Intermountain's values and fostering collaborative relationships with patients and fellow caregivers to achieve the highest level of customer and patient satisfaction. The PSR is responsible for ensuring a superior customer experience by identifying and addressing patient needs related to intake and care, which includes greeting and managing patient check-ins and check-outs, as well as verifying patient-provided information. The organization is seeking an organized and compassionate individual passionate about delivering exceptional care and eager to grow within a supportive healthcare environment.

Requirements

Professional etiquette and communication.
Collaboration / Teamwork
Confidentiality
Customer service
Resolving patient needs
Computer literacy
Time management
Critical thinking/situational awareness
Cash management
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.

Nice To Haves

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 preferred.
Multilingual

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 by identifying and resolving patient needs 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.
Follows procedures when identifying patients.
Obtains copies of insurance cards, forms of ID, and signatures on all required forms.
May verify information on appropriate accounts to determine insurance coordination of benefits, may include 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 patient on financial assistance.
Proactively requests payments from patients on current and past medical services.
Receives and processes those payments following appropriate procedures for handling payments.
Stays current on role/responsibilities, updates etc. which may include reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attend clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.

Benefits

Generous benefits package
PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution.
The PEAK program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates.
Caregivers are eligible to participate in PEAK on day 1 of employment.

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