Patient Service Representative

• Serve as the first connection between Intermountain and patients
• Establish collaborative relationships with patients and fellow caregivers
• Provide courteous and professional connections by phone, in person, or via secure messaging
• Identify and resolve patient intake and care needs
• Document phone calls accurately and completely in the electronic medical record (EMR)
• Schedule appointments for visits, procedures, diagnostic tests, referrals, and consultations
• Register patients by confirming, entering, and updating demographic information
• Obtain insurance cards, identification, and required signatures
• Verify insurance coordination of benefits and handle pre-certification/prior authorization as needed
• Assist patients with forms for regulatory and billing needs
• Scan paperwork and educate patients on financial assistance
• Request, receive, and process patient payments
• Maintain current knowledge of responsibilities and clinic procedures through dashboards, work queues, communications, and 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
• Ability to protect privacy, confidentiality, and Protected Health Information (PHI)
• High school diploma or GED preferred
• One year of customer service experience involving interactions with customers in person and by phone (preferred)
• Billing and collections experience (preferred)
• Computer literacy using electronic medical records (EMR) systems and other relevant software (preferred)
• Multilingual (preferred)
• Ability to see and read information, labels, documents, and monitors
• Ability to verbally communicate and hear and understand spoken information
• Manual dexterity for frequent computer use and handling supplies/equipment
• Ability to stand for long periods and lift supplies
• May assist patients into/out of the clinic

Demonstrates strong customer service skills with the ability to establish collaborative relationships with patients and caregivers. Proficient in managing patient intake processes, including scheduling, registration, and handling insurance verification.

• Customer Service Experience
• Electronic Medical Records (EMR) Proficiency
• Interpersonal Communication Skills
• Billing and Collections Experience
• Multilingual Abilities

• Data Entry
• Appointment Scheduling
• Insurance Verification
• Patient Registration
• Billing and Collections
• Documenting in EMR
• Financial Assistance Education
• Manual Dexterity
• Computer Literacy
• Regulatory Compliance

• Professional Manner
• Strong Interpersonal Skills
• Collaborative Work
• Effective Communication
• Problem Solving

• High School Diploma or GED

• Patient Intake
• Protected Health Information (PHI)
• Customer Interactions
• Healthcare Procedures
• Patient Payments