Patient Service Represenative

Intermountain Health•Dallas, TX

6d•$18 - $24•Onsite

About The Position

The Patient Service Representative (PSR) is the first connection between Intermountain and patients. The role reflects Intermountain 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 provides courteous, professional service in person, by phone, and through secure messaging; documents calls in the electronic medical record (EMR); schedules appointments and services; registers patients; verifies and collects required information and documents; assists with forms and financial assistance information; and requests and processes payments. The PSR also stays current on role responsibilities and updates to maintain a high standard of performance. This position is based at Sunset Clinic in St. George, Utah, and is scheduled for 40 hours per week.

Requirements

At least six months of customer service experience involving interaction with customers.
Demonstrated 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 over the phone, in person, and via secure messaging.
Identify and resolve patient needs related to patient intake and care to provide 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, and updating required demographic information for patients and guarantors, following patient identification procedures.
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, obtain precertification or prior authorization.
Assist patients with required forms for regulatory and billing purposes, scan paperwork, and educate patients about financial assistance.
Proactively request payments for current and past medical services and receive and process payments according to procedures.
Stay current on role responsibilities and updates, including reviewing communications and dashboards, attending clinic or service-line meetings, and reviewing emails each shift.