Patient Service Representative

About the Role

The Patient Service Representative (PSR) is the initial point of contact for patients at Intermountain Health. This role is central to embodying Intermountain values and fostering collaborative relationships with patients and colleagues to achieve exceptional patient satisfaction. The PSR is responsible for delivering a superior customer experience by identifying and resolving patient needs related to intake and care, which includes greeting, checking patients in/out, and verifying information.

Key Responsibilities

• Provide courteous and professional interactions with patients via phone, in person, or through secure messaging.
• Resolve patient needs to ensure a superior customer experience by identifying and addressing requirements related to patient intake and care.
• Accurately and completely document all phone calls in the electronic medical record (EMR).
• Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations.
• Register patients by confirming, entering, and/or updating all required demographic data on the registration system, both over the phone and in person. Follow procedures for patient identification.
• Obtain copies of insurance cards, forms of identification, and signatures on all required forms.
• Verify information on appropriate accounts to determine insurance coordination of benefits, which may include pre-certification/prior authorization.
• Assist patients in completing necessary forms for regulatory and billing purposes prior to receiving clinical care.
• Scan necessary paperwork and educate patients on financial assistance options.
• Proactively request and process payments from patients for current and past medical services, adhering to payment handling procedures.
• Maintain current knowledge of role responsibilities and updates through reviewing emails, newsletters, dashboards, work queues, attending meetings, and reviewing shift emails.

Requirements & Tech Stack

• Basic computer skills including word processing and data entry.
• Electronic Medical Records (EMR) systems and other relevant software (preferred).
• Intermountain policies and expectations.

Qualifications

• Six months of customer service experience involving customer interactions.
• Demonstrated professional manner.
• 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 patient privacy, confidentiality, and Protected Health Information (PHI).
• One year of customer service experience involving in-person and phone interactions (preferred).
• Billing and collections experience (preferred).
• Multilingual (preferred).
• High school diploma or GED (preferred).

Physical Requirements

• Ability to see and read information, labels, documents, and monitors.
• Ability to identify equipment and supplies.
• Ability to assess customer needs.
• Frequent verbal communication and understanding of spoken information, needs, and issues.
• Manual dexterity for manipulating supplies and equipment, including frequent computer use for typing and information access.
• May require standing for long periods.
• May involve lifting supplies.
• May assist patients into/out of the clinic.

Location

• Highlands Ranch Clinic, Highlands Ranch, Colorado
• Scheduled Weekly Hours: 40
• Hourly Range: $19.29 - $25.61 (actual rate dependent upon experience)