Pateint Service Representative

Intermountain Healthcare Inc.; United States; On-site; USD 25,000 - 33,000; Full time

Job summary

Intermountain Health is seeking a Patient Service Representative (PSR) to be the first point of contact for patients. This role emphasizes customer/patient satisfaction and accurate data capture during intake and care processes.

The PSR will greet and check-in/out patients, verify information, and assist with scheduling, billing, and insurance coordination. Strong communication and PHI protection are essential for success in this role.

Qualifications

• Six months of customer service experience.
• Basic computer skills involving word processing and data entry.
• Professional manner and strong interpersonal and communication skills.
• Ability to protect privacy, confidentiality, and PHI of patients and caregivers.

Responsibilities

• Provide courteous connections with patients over the phone, in person or via secure messaging.
• Resolve patient needs to ensure a superior customer experience.
• Document calls and interactions in the EMR.
• Schedule appointments for visits, procedures, tests, referrals, and consultations.
• Register patients by updating demographic data in the registration system.
• Obtain insurance cards, IDs, and signatures as required.
• Assist with insurance verification and pre-certifications as needed.
• Assist patients with forms for regulatory and billing needs.
• Educate patients on financial assistance as necessary.
• Process and collect payments following proper procedures.

Skills

Customer service

Basic computer skills

Interpersonal communication

PHI/privacy protection

Education

High school diploma or GED

Tools

EMR systems

Billing software

Job description

Job Description

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients. This role embodies Intermountain values and focuses on establishing collaborative relationships with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction. The PSR ensures a superior customer experience by identifying and resolving patient needs related to patient intake and care, which may include greeting and checking-in/out patients, as well as verifying information supplied by patients.

Pay Range

Pay Range: $18.31 - $23.80 depending on experience

Benefits Eligible

Benefits Eligible: Yes, check them out here

Shift Details

Shift Details: Full-time, 40 hours per week, Monday - Friday, 6:45am - 3:30pm

Essential Functions

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging.
• Resolves patient needs skills to ensure a superior customer experience by identifying and resolving patient needs related to patient intake and care.
• Documents all phone calls accurately and completely in the electronic medical record (EMR).
• Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
• Registers patients over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor on the registration system.
• Follows procedures when identifying patients.
• Obtains copies of insurance cards, forms of ID, and signatures on all required forms.
• May verify information on appropriate accounts to determine insurance coordination of benefits, may include pre-certification/prior authorization.
• Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care.
• Scans necessary paperwork and educates patient on financial assistance.
• Proactively requests payments from patients on current and past medical services.
• Receives and processes those payments following appropriate procedures for handling payments.
• Stays current on role/responsibilities, updates etc. which may include reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attend clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.

Minimum Qualifications

• Six months of customer service experience involving interactions with customers.
• Demonstrated basic computer skills involving word processing and data entry.
• Professional manner and strong interpersonal and communication skills.
• Ability to work collaboratively with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction.
• Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

Preferred Qualifications

• One year of customer service experience involving interactions with customers in person and by phone.
• Billing and collections experience.
• Computer literacy in using electronic medical records (EMR) systems and other relevant software.
• High school diploma or GED preferred.
• Multilingual

Physical Requirements

• Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
• Frequent interactions with providers, colleagues, customers, patients/clients and visitors require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.
• Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.
• Position may require standing for long periods of time, lifting supplies.
• May assist patients into/out of the clinic.

Location

Location: TOSH Medical Tower
Work City: Murray
Work State: Utah
Scheduled Weekly Hours: 40
Actual hourly rate dependent upon experience. $18.31 - $23.80

Company Overview

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.

Equal Opportunity Employer

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Accessibility Contact

If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 1-800-843-7820 or email [e-mail]. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.

PEAK Program

Intermountain Health’s PEAK program supports caregivers in the pursuit of their education goals and career aspirations by providing up-front tuition coverage paid directly to the academic institution. The program offers 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates. Caregivers are eligible to participate in PEAK on day 1 of employment. Learn more.

Job Evaluation Notice

The primary intent of this job description is to set a fair and equitable rate of pay for this classification. Only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties may be assigned by the supervisor.

Position Update Policy

All positions subject to close without notice.