Patient Experience Specialist

Intermountain Health; Superior (CO); On-site; USD 27,000 - 35,000; Full time

Job summary

Intermountain Health is seeking a Patient Service Representative to be the first point of contact for patients at the Lafayette/Superior clinics in Colorado. You will handle check-in/out, verify demographics, obtain insurance information and guide patients through financial aspects of care.

The role emphasizes courteous communication, accurate EMR documentation, appointment scheduling, and collaboration with care teams to ensure a superior patient experience.

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.

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 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 queues, attending clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.

Skills

Professional Etiquette

Adaptability

Computer Literacy

Payment Handling

Critical Thinking

Confidentiality

Collaboration

Time Management

Problem Solving

Education

High school diploma or GED

Tools

EMR systems

Job description

Intermountain Health is seeking a Patient Service Representative to be the first point of contact for patients at the Lafayette/Superior clinics in Colorado. You will handle check-in/out, verify demographics, obtain insurance information and guide patients through financial aspects of care.

The role emphasizes courteous communication, accurate EMR documentation, appointment scheduling, and collaboration with care teams to ensure a superior patient experience.