Patient Service Representative

Intermountain Health • Appleton, WI

3d • $19 - $26

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 patients in and out and verifying information supplied by patients.

The position handles patient communications, appointment scheduling, registration, insurance and identification documentation, required forms, and payments. It also requires keeping current with role responsibilities, updates, and relevant clinic and patient-access information.

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 provide 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 needs related to intake and care to ensure a superior customer experience.
• 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 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 information on appropriate accounts to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization.
• Assist patients with completing forms needed for regulatory and billing requirements before clinical care; scan paperwork and explain financial assistance.
• Proactively request payments for current and past medical services and process payments according to required procedures.
• Stay current on role responsibilities and updates, including reviewing relevant emails, newsletters, dashboards, work queues, and attending clinic or service-line meetings.

Benefits

• A comprehensive benefits package with programs supporting well-being across physical, mental, and spiritual health, and a sustainable culture of wellness.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed