Patient Experience Specialist

Intermountain Health; Saint George (UT); On-site; USD 25,000 - 33,000; Full time

Job summary

Intermountain Health in St George, Utah is seeking a Patient Service Representative (PSR) to be the first point of contact with patients, welcoming them, checking in/out, and validating information for a smooth care experience.

The role includes accurate EMR documentation, appointment scheduling, demographic and insurance data entry, and assisting patients with forms and payments while maintaining compliance and confidentiality.

Qualifications

• Six months of customer service experience involving interactions with customers.
• 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 PHI of patients, members, and caregivers.

Responsibilities

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs 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 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.
• 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 queues, attend clinic/service line meetings, review emails each shift, etc.

Skills

Professional Etiquette

Adaptability

Computer Literacy

Payment Handling

Critical Thinking

Confidentiality

Collaboration

Time Management

Problem Solving

Tools

EMR systems

Job description

Intermountain Health in St George, Utah is seeking a Patient Service Representative (PSR) to be the first point of contact with patients, welcoming them, checking in/out, and validating information for a smooth care experience.

The role includes accurate EMR documentation, appointment scheduling, demographic and insurance data entry, and assisting patients with forms and payments while maintaining compliance and confidentiality.