Patient Service Representative

Intermountain Healthcare Inc.; St. George (AK); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Benefits package

Job summary

Intermountain Health St George Regional Hospital is seeking a Patient Service Representative (PSR) who serves as the first connection between Intermountain and patients. The role focuses on delivering exceptional customer/patient satisfaction by greeting, checking in/out, and verifying patient information while coordinating with caregivers.

The PSR will maintain patient records in the EMR, assist with registration, insurance verification, billing forms, and financial assistance education, and

Qualifications

• Six months of customer service experience.
• Basic computer skills (word processing & data entry).
• Professional manner and strong interpersonal skills.
• Ability to protect privacy and PHI of patients.

Responsibilities

• Greet and assist patients; check-in/out and verify information.
• Document calls and interactions in the EMR.
• Schedule appointments and manage registrations and insurance data.
• Assist with forms, billing needs, and financial assistance education.

Skills

Customer service

Data entry

Interpersonal skills

PHI privacy

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.

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

Intermountain Health St George Regional Hospital

Work City

St George

Work State

Utah

Scheduled Weekly Hours

40

Hourly Rate

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 is an equal opportunity employer. Qua