Patient Service Representative

Job Overview

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients. The PSR ensures a superior customer experience by identifying and resolving patient needs related to patient intake and care.

Full-time, 40 hours per week, four 10-hour shifts per week.

Intermountain Health Intermountain Medical Center, Murray, Utah.

• 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.
• 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 by confirming, entering, and/or updating all required demographic data in the registration system.
• Obtains copies of insurance cards, IDs, and signatures on all required forms.
• Verifies insurance information to determine coordination of benefits and pre‑certification or prior authorization when required.
• 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 and processes payments following appropriate procedures.
• Stays current on role responsibilities by reviewing monthly communications, dashboards, and attending relevant meetings.

• 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 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 ability.

Requires the ability to see and read information, labels, documents, and monitors; to assess customer needs; to verbal communicate and understand spoken information; and to manipulate complex supplies and equipment with precision. May require standing for long periods, lifting supplies, and assisting patients into or out of the clinic.

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.