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 identifying and resolving patient needs 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.
• 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 and prior authorization.
• Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care. Scans paperwork and educates patients on financial assistance. Proactively requests payments from patients on current and past medical services and processes those payments following appropriate procedures.
• Stays current on role/responsibilities, updates etc. by reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work queues, attending clinic/service line meetings, and reviewing emails each shift to achieve 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, read, identify, and assess customer needs with information, labels, documents, monitors, and supplies.
• Ability to communicate verbally, hear, and understand spoken information quickly and accurately.
• Manual dexterity to manipulate complex supplies and equipment precisely.
• 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.

36 scheduled weekly hours. Hourly rate: $17.86 – $23.22, dependent upon experience.

Comprehensive benefits package covering health, wellness, and other programs to foster a sustainable culture of wellness.

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.