Patient Service Representative

Intermountain Health•Grand Junction, CO

4d•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 support high levels of customer and patient satisfaction. The PSR delivers a positive customer experience by identifying and resolving needs related to patient intake and care, including greeting patients, checking them in and out, and verifying information they provide. The position provides courteous, professional service in person, by phone, and through secure messaging. It supports appointment scheduling, patient registration, insurance and required-form processing, electronic medical record documentation, payment collection, and patient education about financial assistance. The PSR also keeps current with role-related updates, procedures, and communications to maintain a high standard of performance. This position is located at the Grand Junction Neurology Clinic in Grand Junction, Colorado, and is scheduled for 40 hours per week. The hourly pay range is $18.31–$23.80, depending on experience.

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 interactions 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 ability.

Responsibilities

Provide courteous and professional service to patients by phone, in person, and through secure messaging.
Identify and resolve patient needs related to intake and care to ensure a positive 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, 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.
Verify information on appropriate accounts to determine coordination of insurance benefits and, when applicable, pre-certification or prior authorization.
Help patients complete forms needed for regulatory and billing requirements 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 applicable procedures.
Stay current on role responsibilities and updates by reviewing relevant communications, dashboards, work queues, and emails, and attending clinic or service-line meetings.