Patient Service Representative

Job Description

This position is M, T, W, F, 8-5pm. No holidays or weekends are accepted.

The Patient Service Representative (PSR) serves as the first point of contact between Intermountain and patients, and focuses on building collaborative relationships with patients and caregivers to deliver the highest level of customer/patient satisfaction.

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging.
• Resolves patient needs and ensures a superior customer experience by identifying and solving issues 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 for patients and guarantors on the registration system.
• Obtains copies of insurance cards, IDs, signatures on all required forms, and verifies information on appropriate accounts to determine insurance coordination of benefits, including pre‑certification/personal authorization.
• Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care, scans necessary paperwork, and educates patients on financial assistance.
• Proactively requests payments from patients on current and past medical services, receives and processes those payments following appropriate procedures.
• Stays current on role responsibilities and updates, which may include reviewing monthly emails/newsletters, ambulatory Epic dashboards, patient access work queues, attending clinic/service line meetings, and reviewing emails each shift.

• Professional etiquette and communication.
• Collaboration / teamwork.
• Confidentiality.
• Customer service.
• Resolving patient needs.
• Computer literacy.
• Time management.
• Critical thinking/situational awareness.
• Cash management.

• 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 caregivers to deliver high customer/patient satisfaction.
• Ability to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers.

• 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.

• Ongoing need to see and read information, labels, documents, monitors, identify equipment and supplies, and 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, including frequent computer use for typing and accessing needed information.
• Position may require standing for long periods of time, lifting supplies.

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. Intermountain Health protects your privacy and follows strict data protection rules. Your information is safe and used only for recruitment.