Patient Service Representative for Rehab Neuro Clinic

Intermountain Healthcare Inc.; Kentucky; On-site; USD 25,000 - 33,000; Full time

Job summary

Intermountain Health Logan Regional Hospital in Utah is seeking a Patient Service Representative (PSR) to be the first connection between Intermountain and patients. You will greet, check-in/out, verify information, and support the patient intake process to ensure a smooth experience.

Responsibilities include documenting calls in the EMR, scheduling appointments, collecting demographic data, handling insurance documents, and guiding patients through billing and financial assistance.

Qualifications

• Six months of customer service experience.
• Basic computer and data entry skills.
• Strong interpersonal and communication skills.
• Ability to protect PHI and privacy.

Responsibilities

• Enter, verify and update patient demographics in the registration system.
• Document calls and interactions in the EMR accurately.
• Schedule appointments for visits, tests, referrals and consultations.
• Greet and assist patients in person or via phone/secure messaging.
• Obtain insurance cards and IDs; assist with benefits verification and prior authorization.
• Educate patients on financial assistance and process payments as needed.

Skills

Customer service

Interpersonal skills

Data entry

PHI/privacy

Communication

Education

High school diploma or GED

Tools

EMR systems

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.

Full-Time Benefits Eligible; 40-hours per week

Clinic hours: Mon - Fri 7a - 6p

Location: Logan Regional Hospital - Neuro Rehabilitation Clinic

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 Logan Regional Hospital

Work City: Logan

Work State: Utah

Scheduled Weekly Hours: 40

Salary: $18.31 - $23.80

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.