Patient Service Representative

Intermountain Health•American Fork, UT

5d•$18 - $24•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 provide a high level of customer and patient satisfaction. The PSR supports a superior customer experience by identifying and resolving patient needs related to intake and care, including greeting and checking patients in and out and verifying information supplied by patients. This full-time role supports the American Fork clinic and may occasionally provide coverage at the Saratoga Springs clinic. Shifts are typically four 10-hour shifts Monday through Friday, with one day off; hours are usually 7:30 a.m. to 5:00 p.m. The scheduled weekly hours are 40. The hourly rate is $18.31–$23.80, depending on experience.

Requirements

At least six months of customer service experience involving interactions 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 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, and updating required demographic information for patients and guarantors, and 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 insurance coordination of benefits; this may include precertification or prior authorization.
Help patients complete forms required for regulatory and billing purposes before clinical care, scan paperwork, and educate patients about financial assistance.
Proactively request payments for current and past medical services, and receive and process payments according to applicable procedures.
Stay current on role responsibilities and updates, including reviewing relevant communications and dashboards, work queues, and attending clinic or service-line meetings.