Patient Service Representative

Intermountain Health•West Jordan, UT

4d•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 delivers a positive 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. This is a part-time position at the West Jordan Clinic in West Jordan, Utah, scheduled for 24 hours per week, Monday through Wednesday. The hourly pay range is $18.31–$23.80, depending on experience. The position is benefits eligible.

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 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 phone interactions.
Billing and collections experience.
Computer literacy using electronic medical record (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual.

Responsibilities

Provide courteous and professional connections with patients by phone, in person, or through secure messaging.
Identify and resolve patient needs related to intake and care to provide a superior customer experience.
Accurately and completely document phone calls in the electronic medical record (EMR).
Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
Register patients by confirming, entering, or updating required patient and guarantor demographic information.
Follow procedures for identifying patients.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify information on accounts to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization.
Assist patients with forms needed for regulatory and billing purposes before clinical care.
Scan necessary paperwork and educate patients about financial assistance.
Proactively request and process payments for current and past medical services according to payment-handling procedures.
Stay current on role responsibilities and updates by reviewing communications and relevant dashboards and work queues, attending clinic or service-line meetings, and reviewing emails each shift.
Protect the privacy and confidentiality of patient, member, and caregiver information.