Patient Service Representative-Front Desk-Clinic

Intermountain Health•Las Vegas, NV

1d•$18 - $24•Onsite

About The Position

The Patient Service Representative (PSR) is 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 patients, checking them in and out, and verifying information supplied by patients. The position involves communicating with patients in person, by phone, and through secure messaging; documenting calls in the electronic medical record; scheduling appointments; registering patients; obtaining insurance and identification documents and required signatures; helping patients complete forms; processing payments; and keeping current on role responsibilities and clinic updates.

Requirements

At least six months of customer service experience involving customer interactions.
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 phone interactions.
Billing and collections experience.
Computer literacy using electronic medical records (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual ability.

Responsibilities

Provide courteous and 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 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 account information for insurance coordination of benefits and, as applicable, pre-certification or prior authorization.
Help patients complete forms needed for regulatory and billing purposes before clinical care; scan paperwork and educate patients about financial assistance.
Proactively request payments for current and past medical services and process payments according to established procedures.
Stay current on role responsibilities and updates by reviewing communications and dashboards, attending clinic or service-line meetings, and reviewing emails and work queues.