Patient Service Representative - Denver Heart and Vascular

Intermountain Health • Denver, CO

1d • 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 deliver a high level of customer and patient satisfaction. The PSR supports 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 they provide.

The position serves patients by phone, in person, and through secure messaging; documents calls in the electronic medical record (EMR); schedules appointments and services; registers patients; and helps complete required forms. The PSR may verify account information related to insurance coordination of benefits and pre-certification or prior authorization, processes patient payments, and keeps current on role responsibilities and relevant updates.

The role is based at Heart and Vascular in Denver, Colorado, and is scheduled for 40 hours per week. The hourly pay range is $19.29–$25.61, with the actual rate dependent on experience.

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 privacy, confidentiality, and protected health information.
• Ability to see and read information, labels, documents, and monitors, identify equipment and supplies, and assess customer needs.
• Ability to verbally communicate and hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity to manipulate supplies and equipment precisely, including frequent computer use.
• Ability to stand for long periods and lift supplies; the position may involve assisting patients into or out of the clinic.

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 service to patients by phone, in person, and through secure messaging.
• Identify and resolve patient intake and care needs to support a superior customer experience.
• Accurately and completely document phone calls 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.
• 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, including pre-certification or prior authorization when applicable.
• Help patients complete forms required for regulatory and billing needs 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.
• Keep current on role responsibilities and updates by reviewing relevant communications and dashboards, attending clinic or service-line meetings, and reviewing emails each shift.
• Collaborate with patients and fellow caregivers to deliver a high level of customer and patient satisfaction.
• Protect patients’, members’, and caregivers’ privacy, confidentiality, and protected health information.

Benefits

• Intermountain describes a comprehensive benefits package covering programs intended to support caregivers’ well-being and a sustainable culture of wellness.

What This Job Offers

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