Patient Service Representative (Highlands Ranch)

Intermountain Health•Highlands Ranch, CO

1d•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 a high level of customer and patient satisfaction. The PSR provides a superior customer experience by identifying and resolving needs related to patient 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 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 ability.

Responsibilities

Provide courteous and professional service to patients by phone, in person, or through secure messaging.
Identify and resolve patient needs related to intake and care to support a superior customer experience.
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 confirming, entering, or updating required demographic information for patients and guarantors.
Follow procedures for identifying patients.
Obtain copies of insurance cards and identification, and collect signatures on required forms.
Verify account information to determine insurance coordination of benefits and, when applicable, pre-certification or prior authorization needs.
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 process payments according to applicable procedures.
Stay current on role responsibilities and updates by reviewing relevant communications and dashboards, attending meetings, and reviewing emails and work queues.