Patient Service Representative-Front Desk-Clinic

Intermountain Health•Cedar City, UT

About The Position

The Patient Service Representative (PSR) is the first connection between Intermountain and patients. The role reflects Intermountain’s values and builds collaborative relationships with patients and fellow caregivers to deliver 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 and checking patients in and out and verifying information supplied by patients. The position is based at Intermountain Health Cedar City Hospital in Cedar City, Utah, and is scheduled for 40 hours per week. The hourly pay range is $18.31–$23.80, with the actual rate dependent on experience.

Requirements

At least six months of customer service experience involving interaction with customers.
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 ability.

Responsibilities

Provide courteous and professional service to patients by phone, in person, and through secure messaging.
Identify and resolve patient intake and care needs to support a superior customer experience.
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 confirming, entering, and updating required demographic information for patients and guarantors.
Follow procedures for identifying patients.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify account information to determine coordination of insurance benefits and, when applicable, pre-certification or prior authorization.
Assist patients with completing forms required for regulatory and billing needs before clinical care.
Scan required paperwork and educate patients about financial assistance.
Proactively request and process payments for current and past medical services in accordance with payment-handling procedures.
Keep current with role responsibilities and updates, including reviewing communications and dashboards, attending clinic or service-line meetings, and reviewing emails each shift.