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.

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs to ensure a superior customer experience by addressing 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 on the registration system. Follows procedures when identifying patients.
• Obtains copies of insurance cards, forms of , and signatures on all required forms. Verifies information on appropriate accounts to determine insurance coordination of benefits, including pre‑certification or prior 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 for current and past medical services, and processes those payments following appropriate procedures.
• Stays current on role/responsibilities, reviews monthly emails/newsletters, the ambulatory Epic dashboard, patient access tools, work queues, attends clinic/service line meetings, and reviews emails each shift to ensure the highest standard of performance is achieved.

• 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 for caregivers 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, hearing and understanding 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.
• May assist patients into/out of the clinic.

Intermountain Health – Layton Hospital, North Ogden Clinic, Roy Clinic. Work City:
Roy, Work State:
Utah. Scheduled Weekly

Hours:

0. Hourly range: $17.86 - $23.22.

We care about your well‑being – mind, body, and spirit – which is why we provide caregivers with a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness including living healthy, happy,…