PRN SW Utah Patient Service Representative

Overview

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.

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs by identifying and addressing patient intake and care needs to deliver 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 over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor in the registration system. Follows procedures when identifying patients.
• Obtains copies of insurance cards, forms of , 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 communications, dashboards, clinic/service line meetings, and shift emails to ensure the highest standard of performance.

• 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 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.

• 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 verbal communication and the ability to hear and understand spoken information quickly and accurately.
• Manual dexterity to manipulate complex and delicate supplies and equipment with precision and accuracy; frequent computer use for typing and accessing needed information.
• Position may require standing for long periods and lifting supplies.
• May assist patients into/out of the clinic.

Intermountain Health St George Regional Hospital

St George

Utah

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$17.86 - $23.22

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. 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.

All positions subject to close without notice.