Patient Service Representative

Intermountain Health•Cedar City, UT

3d•Onsite

About The Position

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients. The role embodies Intermountain values and builds collaborative relationships with patients and fellow caregivers to support high levels of customer and patient satisfaction. The PSR provides a superior customer experience by identifying and resolving patient needs related to intake and care, including greeting and checking patients in and out and verifying information supplied by patients.

Requirements

At least six months of customer service experience involving customer interactions.
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 support high 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 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, or through secure messaging.
Identify and resolve patient 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 by phone or in person, confirming, entering, or updating required demographic information for patients and guarantors.
Follow patient-identification procedures.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
As needed, verify account information to determine coordination of insurance benefits, including pre-certification or prior authorization.
Assist patients with required forms for regulatory and billing needs before clinical care.
Scan necessary paperwork and educate patients about financial assistance.
Proactively request payments for current and past medical services, and receive and process payments according to applicable procedures.
Stay current on role responsibilities and updates through resources and activities such as monthly communications, dashboards, work queues, shift emails, and clinic or service-line meetings.