Patient Service Representative - Outpatient Rehab

Intermountain Healthcare Inc.; Kentucky; On-site; USD 34,000 - 42,000; Full time

Job summary

Intermountain Healthcare Inc. seeks a Patient Service Representative (PSR) to be the first connection with patients, greeting, check-in/out, and verifying information to ensure a smooth intake and high patient satisfaction.

The role involves phone and in-person interactions, EMR documentation, scheduling, and basic billing tasks while maintaining privacy and collaboration with caregivers. Clinic hours and full-time benefits apply at Logan Regional Hospital.

Qualifications

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

Responsibilities

• Assist patients with registration and scheduling.
• Register patients and verify demographics.
• Obtain insurance information and verify coverage.
• Schedule appointments and referrals.
• Collect payments and educate on financial assistance.
• Document calls in EMR.
• Maintain high standard of performance.

Skills

Customer service

Interpersonal communication

Data entry

PHI privacy awareness

Education

High school diploma or GED

Tools

EMR software

Scheduling 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.

Posting Details

Full-Time Benefits Eligible; 40-hours per week

Clinic hours: Mon - Fri 7a - 6p

Location: Logan Regional Hospital - Outpatient Rehabilitation

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 patient/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.