Patient Service Representative

Intermountain Health•Cedar City, UT

5d•$18 - $24•Onsite

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 support 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 patients in and out and verifying information supplied by patients. The position includes providing courteous service by phone, in person, or secure messaging; documenting calls in the electronic medical record; scheduling appointments and services; registering patients; verifying identity and insurance information; collecting required forms and payments; and helping patients meet regulatory and billing requirements. The representative also stays current on role updates, workflows, communications, and clinic or service-line information.

Requirements

At least six months of customer service experience involving interactions 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 support 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 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, or through secure messaging, identifying and resolving needs related to intake and care.
Accurately and completely document phone calls in the electronic medical record (EMR).
Schedule appointments for visits, procedures, diagnostic tests, referrals, and consultations.
Register patients by confirming, entering, or updating demographic information for patients and guarantors, and follow patient identification procedures.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify account information to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization.
Help patients complete forms required for regulatory and billing purposes, scan paperwork, and provide information about financial assistance.
Proactively request and process payments for current and past medical services according to applicable procedures.
Stay current on role responsibilities and updates by reviewing relevant communications, dashboards, work queues, emails, and clinic or service-line meetings.