Patient Service Representative

Intermountain Healthcare; Salt Lake City (UT); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Benefits eligible

Job summary

Intermountain Health in Salt Lake City is seeking a full-time Patient Access/Customer Service representative to connect with patients by phone or in person, schedule visits, and manage registration processes. You will document interactions in the EMR and help patients with forms and financial aspects.

The role emphasizes courteous service, PHI privacy, and collaboration with caregivers to ensure a positive patient experience across ambulatory services.

Qualifications

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

Responsibilities

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging.
• Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
• Documents all phone calls accurately in the EMR.
• Registers patients by confirming and updating demographic data.
• Assists patients in completing necessary forms to meet regulatory and billing needs.

Skills

Customer service

Communication skills

Data entry

PHI privacy

Education

High school diploma or GED

Tools

EMR software

Job description

Locations

• Avenues Clinic
• LDS Hospital
• Salt Lake Clinic
• Primary Children's Hospital
• North Temple Clinic
• Avenues Medical Plaza
• Avenues Physician Tower
• Avenues Surgical Center
• Avenues Womens Center
• Intermountain Health LDS Hospital
• Intermountain Health Primary Children's Hospital
• Primary Children's at Riverton
• Primary Children's at Taylorsville
• Primary Children's Outpatient Clinic

Posting Specifics

Entry Rate: $18.31 - $23.80 depending on experience

Benefits Eligible: Yes, check them out here

Shift Details: Full-time, 36-40 hours per week, schedules will vary

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.

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

Avenues Medical Plaza, Avenues Physician Tower, Avenues Surgical Center, Avenues Womens Center, Intermountain Health LDS Hospital, Intermountain Health Primary Childrens Hospital, Primary Childrens at Riverton, Primary Childrens at Taylorsville, Primary Childrens Outpatient Clinic, Salt Lake Clinic. Work City: Salt Lake City; Work State: Utah. Scheduled Weekly Hours: 40. 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.

Payroll and Benefits Eligibility

Benefits Eligible: Yes, check them out here.

Equal Opportunity Employer

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.

Data Privacy and Security

We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment.

PEAK Program

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.

Job Description Context

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.

Notes

All positions subject to close without notice.

Thanks for your interest in continuing your career with our team!