Patient Service Represenative

46000 SCL Health Medical Group - Billings LLC; United States; On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

PEAK tuition support

Generous benefits package

Job summary

Intermountain Health is seeking a Patient Service Representative (PSR) to be the first point of contact for patients. The role emphasizes friendly, professional interactions by phone, in person, or via secure messaging to ensure a high level of customer/patient satisfaction.

You will handle intake tasks, scheduling, registration, and basic billing support within the EMR, while protecting PHI and maintaining accurate records.

Qualifications

• Six months of customer service experience.
• Basic computer skills with word processing and data entry.
• Professional manner and strong interpersonal/communication skills.
• Ability to work collaboratively with patients and caregivers to deliver top customer/patient satisfaction.
• Ability to protect privacy and PHI.

Responsibilities

• Provides courteous and professional connections with patients via phone, in person or secure messaging.
• Resolves patient needs to ensure a superior customer experience related to intake and care.
• Documents all calls accurately in the EMR.
• Schedules patient appointments for visits, procedures, tests, referrals.
• Registers patients by confirming and updating demographic data.
• Follows procedures to identify patients.
• Obtains insurance cards, IDs, and signatures.
• May verify insurance information for COB/pre-authorization.
• Assists patients in completing forms for regulatory and billing needs.
• Scans paperwork and educates patients on financial assistance.
• Proactively requests payments for services.
• Receives and processes payments.
• Keeps current on role and tasks by reviewing communications and dashboards.

Skills

Professional etiquette

Adaptability

Computer literacy

Payment handling

Critical thinking

Confidentiality

Collaboration

Time management

Problem solving

Multilingual

Education

High school diploma or GED

Job description

Job Overview

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.

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.

Skills

• Professional Etiquette
• Adaptability
• Computer Literacy
• Payment Handling
• Critical Thinking
• Confidentiality
• Collaboration
• Time Management
• Problem Solving

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 & Work Schedule

Location: Heights Clinic

Work City: Billings

Work State: Montana

Scheduled Weekly Hours: 40

Salary

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $18.31 - $23.80

Benefits

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

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.

Equal Opportunity

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.

All positions subject to close without 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. All positions subject to close without notice. Thanks for your interest in continuing your career with our team!