Patient Service Representative-Front Desk-Clinic

Intermountain Health•Cedar City, UT

2d•$18 - $24

About The Position

The Patient Service Representative (PSR) is the first point of connection between Intermountain and patients. The role reflects Intermountain’s 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 patients, checking them in and out, and verifying information supplied by patients. The position provides courteous and professional service in person, by phone, and through secure messaging; documents calls in the electronic medical record; schedules appointments and services; and registers patients by confirming or updating required demographic and guarantor information. The PSR obtains insurance cards, identification, and required signatures; assists with forms and billing requirements; processes patient payments; and keeps current with role-related procedures, updates, and clinic communications.

Requirements

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

Responsibilities

Provide courteous and professional service to patients in person, by phone, and 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 appointments for visits, procedures, diagnostic tests, referrals, and consultations.
Register patients in person or by phone by confirming, entering, or updating required patient and guarantor demographic information, and follow patient-identification procedures.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify information on appropriate accounts to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization.
Assist patients with completing forms needed for regulatory and billing purposes before clinical care; scan paperwork and explain financial assistance.
Proactively request and process payments for current and past medical services according to applicable procedures.
Stay current on role responsibilities and updates by reviewing relevant communications and systems and attending clinic or service-line meetings.