Patient Service Representative

Intermountain Healthcare Inc.; Holladay (UT); On-site; USD 25,000 - 33,000; Part time

Benefits offered by this job

Benefits eligible

Job summary

Intermountain Health is seeking a Part-time Patient Service Representative in Holladay, UT. The role focuses on delivering high-quality patient experiences, assisting with intake, scheduling, and documentation in the EMR. This position emphasizes patient-centered care and collaboration with caregivers to ensure smooth clinic operations.

The PSR will handle appointment scheduling, registration, payments, and confidentiality compliance, contributing to a positive and efficient patient journey.

Qualifications

• Six months of customer service experience with customers.
• Basic computer skills for word processing and data entry.
• Professional manner and strong interpersonal communication.
• Ability to protect privacy and PHI of patients and caregivers.

Responsibilities

• Greet and check-in/out patients with courtesy.
• Schedule appointments for visits, tests, and referrals.
• Verify and update patient demographics in the registration system.
• Process payments and educate patients on financial aspects.
• Document calls accurately in the EMR and follow procedures.

Skills

Customer service

Basic computer skills

Interpersonal skills

Teamwork

PHI protection

Education

High school diploma

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.

Pay Range: $18.31 - $23.80 depending on experience.

Shift Details: Part‑time, 29 hours per week, Monday – Thursday, 8:00am – 5:00pm.

Benefits Eligible: Yes.

Essential Functions

• 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 in 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, reviewing emails each shift, etc. to ensure the highest standard of performance is achieved.

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: Holladay Clinic (Salt Lake City, Utah).

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.

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.

All positions subject to close without notice.

Headquartered in Utah with locations in six primary states and additional operations across the western U.S., Intermountain Health is a nonprofit system of 34 hospitals, 400+ clinics, a medical group of more than 4,800 employed physicians and advanced care providers, a health plan division called Select Health with more than one million members, and other health services. Helping people live the healthiest lives possible, Intermountain is widely recognized as a leader in clinical quality improvement and efficient healthcare delivery.