Patient Service Representative

Intermountain Health•Denver, CO

2d•$19 - $26•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 patient needs related to intake and care, including greeting patients, checking them in and out, and verifying information they provide. This position is associated with Denver Orthopedics and the Denver Sports Medicine Clinic in Denver, Colorado. It is scheduled for 40 hours per week. The hourly 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.
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 interacting with customers in person and by phone.
Billing and collections experience.
Computer literacy using electronic medical record (EMR) systems and other relevant software.
High school diploma or GED.
Multilingual skills.

Responsibilities

Provide courteous, professional service to patients by phone, in person, or through secure messaging, identifying and resolving needs related to patient intake and care.
Document phone calls accurately and completely 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 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 coordination of insurance benefits and, when applicable, pre-certification or prior authorization.
Help patients complete forms required for regulatory and billing needs before clinical care; scan 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 by reviewing relevant communications and dashboards, work queues, and emails, and attending clinic or service-line meetings.