Patient Service Representative

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.

• Entry Rate: $17.86 - $23.22 depending on experience
• Benefits Eligible: Yes
• Shift Details: Full-time 40 hr

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging, resolving patient needs to ensure 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 required demographic data on the registration system.
• Obtains copies of insurance cards, forms of , and signatures on required forms; verifies insurance and coordination of benefits, including pre‑certification/prior authorization.
• Assists patients in completing necessary forms for regulatory and billing needs prior to clinical care. Scans paperwork, educates on financial assistance, and proactively requests payments from patients for current and past services.
• Stays current on role responsibilities, reviewing monthly emails/newsletters, ambulatory Epic dashboard, patient access, work queues, and attending clinic/service line meetings to maintain performance standards.

• Six months of customer service experience involving interactions with customers.
• Demonstrated basic computer skills, including 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 PHI of patients, members, and caregivers.

• One year of customer service experience with in‑person and phone interactions.
• Billing and collections experience.
• Computer literacy in EMR systems and related software.
• High school diploma or GED.
• Multilingual.

• Ongoing need to see and read information, labels, documents, monitors, equipment, and supplies; assess customer needs.
• Frequent verbal communication and rapid comprehension of spoken information, needs, and issues.
• Manual dexterity for manipulating delicate supplies and equipment; frequent computer use.
• May be required to stand for long periods and lift supplies.
• May assist patients into/out of the clinic.

Utah Valley Outpatient Center, Provo, Utah

Scheduled Weekly

Hours:

40
Hourly Range: $18.31 - $23.80 (actual rate depends on experience)

We care about your well‑being – mind, body, and spirit – and provide a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness, including health, happiness, safety, connection, and engagement initiatives.

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.