Patient Experience Specialist

Intermountain Healthcare Inc.; Provo (UT); On-site; USD 25,000 - 33,000; Full time

Job summary

Intermountain Health in Utah Valley Clinic, Provo, Utah, is seeking a Patient Service Representative to be the first point of contact for patients and ensure a superior customer experience. You will greet and check-in/out patients, verify demographics, schedule visits, and assist with billing and payments while safeguarding PHI and accurately updating the EMR.

This full-time, on-site position emphasizes compassionate care, teamwork, and efficient patient interactions in a busy healthcare

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.
• 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

Responsibilities

• 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.

Skills

Customer service

Interpersonal communication

Basic computer skills

PHI privacy protection

Team collaboration

Multilingual

Education

High school diploma or GED preferred

Tools

EMR systems

Job description

Intermountain Health in Utah Valley Clinic, Provo, Utah, is seeking a Patient Service Representative to be the first point of contact for patients and ensure a superior customer experience. You will greet and check-in/out patients, verify demographics, schedule visits, and assist with billing and payments while safeguarding PHI and accurately updating the EMR.

This full-time, on-site position emphasizes compassionate care, teamwork, and efficient patient interactions in a busy healthcare