Patient Service Representative

Intermountain Health; Aurora (CO); On-site; USD 26,573 - 34,426; Full time

Benefits offered by this job

Generous benefits package

Wellness programs

Job summary

Intermountain Health is hiring a Patient Service Representative in Aurora, Colorado. This role is pivotal in establishing relationships between the healthcare team and patients, ensuring top-tier service and satisfaction.

The PSR will manage patient intake, scheduling, and documentation while supporting diverse patient needs. Ideal candidates should possess customer service experience, communication skills, and a commitment to patient privacy. Full-time hours of 40 per week with competitive hourly wages ranging from $19.29 - $24.99 are provided.

Qualifications

• Six months of customer service experience involving interactions with customers.
• Basic computer skills involving word processing and data entry.
• Ability to protect privacy and confidentiality of patients.

Responsibilities

• Provide courteous connections with patients over the phone, in person or via secure messaging.
• Document all phone calls accurately in the electronic medical record (EMR).
• Schedule patient appointments for visits and procedures.

Skills

Professional etiquette and communication

Collaboration / Teamwork

Customer service

Critical thinking/situational awareness

Time management

Computer literacy

Education

High school diploma or GED preferred

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.

Buckley Primary Care

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 and communication.
• Collaboration / Teamwork
• Confidentiality
• Customer service
• Resolving patient needs
• Computer literacy
• Time management
• Critical thinking/situational awareness
• Cash management

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

Buckley Primary Care Clinic

Work City: Aurora

Work State: Colorado

Scheduled Weekly Hours: 40

Hourly Range: $19.29 - $24.99

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.

Learn more about our comprehensive benefits package.

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.