Patient Service Representative

Intermountain Health•Riverton, UT

3d•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 support high customer and patient satisfaction. The PSR provides a superior customer experience by identifying and resolving needs related to patient intake and care, including greeting, checking in and out, and verifying patient information. This position is at the Southridge Clinic at Riverton in Riverton, Utah, and is associated with Instacare. The scheduled hours are 12 per week, Tuesday, Thursday, and Friday nights from 4–9. The hourly range is $18.31–$23.80, depending on experience. The position is benefits-eligible.

Requirements

At least six months of customer service experience involving customer interactions.
Basic computer skills involving 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 using electronic medical record (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual ability.

Responsibilities

Provide courteous and professional connections with patients by phone, in person, or via secure messaging.
Identify and resolve patient needs related to patient 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 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 information on appropriate accounts to determine coordination of insurance benefits; this may include pre-certification or prior authorization.
Assist patients in completing forms required for regulatory and billing needs before clinical care.
Scan necessary paperwork and educate patients about financial assistance.
Proactively request payments for current and past medical services, and process payments according to applicable procedures.
Stay current on role responsibilities and updates, including reviewing communications and dashboards, attending clinic or service-line meetings, and reviewing work queues and emails.