Quality PSR

Intermountain Health•Salt Lake, NM

2d•$18 - $24•Onsite

About The Position

The Patient Service Representative (PSR) serves as an initial connection between Intermountain and patients, embodying Intermountain values and building collaborative relationships with patients and fellow caregivers. The role supports a high-quality customer and patient experience by identifying and resolving needs related to patient intake and care. Work may include greeting and checking patients in and out, verifying information supplied by patients, and communicating by phone, in person, or secure messaging. This is described as a non-patient-facing role focused on reviewing quality reports, managing data, and making outreach calls to help close care gaps and support quality measures. The PSR verifies data accuracy, documents findings in the electronic health record, coordinates follow-up needs with clinic teams, and supports preventive care and chronic disease management initiatives. The position is full-time, 40 hours per week, Monday through Friday, 8:00 a.m. to 5:00 p.m., at Salt Lake Clinic in Salt Lake City, Utah. The stated hourly pay range is $18.31–$23.80, depending on experience. Medical Assistant experience is strongly preferred. Intermountain states that the position is benefits eligible and offers a comprehensive benefits package, though specific benefits are not listed in the posting.

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 and confidentiality, including Protected Health Information (PHI).
Ability to communicate effectively, work independently, collaborate with providers and care teams, and work with quality metrics and reports.
Ability to perform the physical requirements described, including frequent computer use and verbal communication, and potentially standing for long periods and lifting supplies.

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 abilities.
Medical Assistant experience is strongly preferred.

Responsibilities

Provide courteous and professional connections with patients by phone, in person, or secure messaging, identifying and resolving needs to support 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, and updating required demographic information for patients and guarantors, 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 coordination of insurance benefits; this may include pre-certification or prior authorization.
Help patients complete required forms 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.
Review quality reports, manage data, verify data accuracy, and make outreach calls to help close care gaps and support quality measures.
Document findings in the EHR and coordinate follow-up needs with clinic teams.
Support preventive care and chronic disease management initiatives.
Stay current on role responsibilities and updates by reviewing applicable communications, dashboards, work queues, and emails, and attending clinic or service-line meetings as needed.