Patient Service Representative

Intermountain Healthcare; Highlands Ranch (CO); On-site; USD 26,000 - 36,000; Full time

Job summary

Intermountain Healthcare Highlands Ranch Clinic seeks a Patient Service Representative to be the first contact for patients, greeting and registering them, confirming demographics, and ensuring a smooth check-in and care experience.

The role involves handling phone and in-person interactions, documenting in the EMR, assisting with insurance information, appointments, payments, and financial assistance enrollment with a focus on confidentiality and PHI protection.

Qualifications

• Six months of customer service experience involving interactions with customers.
• Professional manner and strong interpersonal and communication skills.
• Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

Responsibilities

• Greet and register patients, confirm demographics, and update information in the registration system.
• Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
• Obtain copies of insurance cards, forms of ID, and signatures on required forms; verify information for insurance coordination of benefits.
• Assist patients in completing forms to meet regulatory and billing needs; educate on financial assistance.
• Document all phone calls accurately and completely in the EMR.
• Handle payments and follow proper procedures for processing payments.

Skills

Customer service

Communication

Interpersonal skills

PHI handling

Confidentiality

Adaptability

Time management

Problem solving

Professional etiquette

Team collaboration

Payment handling

Education

High school diploma or GED

Tools

EMR systems

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.Highland Ranch ClinicEssential 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.SkillsProfessional EtiquetteAdaptabilityComputer LiteracyPayment HandlingCritical ThinkingConfidentialityCollaborationTime ManagementProblem SolvingMinimum QualificationsSix 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 QualificationsOne 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.MultilingualPhysical RequirementsOngoing 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 suppliesMay assist patients into/out of the clinic.Location:Highlands Ranch ClinicWork City:Highlands RanchWork State:ColoradoScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$19.29 - $25.61We 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.By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.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.At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.All positions subject to close without notice.