Patient Service Representative
Intermountain Health, Draper, UT, United States
Patient Service Representative
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.
Essential Functions
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.
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 all required demographic data on the registration system. Follows procedures when identifying patients.
Obtains copies of insurance cards, forms of ID, and signatures on all required forms. May verify information on appropriate accounts to determine insurance coordination of benefits, including pre‑certification/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 on current and past medical services and processes those payments according to appropriate procedures.
Stays current on role/responsibilities by reviewing monthly email
ewsletter, ambulatory Epic dashboard, patient access, work queue, attending clinic/service line meetings, and reviewing emails each shift to ensure the highest standard of performance is achieved.
Skills
Professional etiquette and communication.
Collaboration and teamwork.
Confidentiality.
Customer service.
Resolving patient needs.
Computer literacy.
Time management.
Critical thinking and situational awareness.
Cash management.
Minimum Qualifications
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.
Preferred Qualifications
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 record (EMR) systems and other relevant software.
High school diploma or GED preferred.
Multilingual abilities.
Physical Requirements
Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require verbal communication and the ability to hear and understand spoken information quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing and accessing needed information.
Position may require standing for long periods of time, lifting supplies, or assisting patients in/out of the clinic.
Location
Draper Clinic, Draper, Utah
Work Hours
Full‑time, 38 hours per week, Monday, Tuesday, Wednesday, and Friday
Hourly Rate
$17.86 - $23.22, based on experience
Benefits
We provide a comprehensive benefits package covering health, wellness, and professional growth.
Equal Opportunity Employer
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 are subject to close without notice.
#J-18808-Ljbffr
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.
Essential Functions
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.
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 all required demographic data on the registration system. Follows procedures when identifying patients.
Obtains copies of insurance cards, forms of ID, and signatures on all required forms. May verify information on appropriate accounts to determine insurance coordination of benefits, including pre‑certification/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 on current and past medical services and processes those payments according to appropriate procedures.
Stays current on role/responsibilities by reviewing monthly email
ewsletter, ambulatory Epic dashboard, patient access, work queue, attending clinic/service line meetings, and reviewing emails each shift to ensure the highest standard of performance is achieved.
Skills
Professional etiquette and communication.
Collaboration and teamwork.
Confidentiality.
Customer service.
Resolving patient needs.
Computer literacy.
Time management.
Critical thinking and situational awareness.
Cash management.
Minimum Qualifications
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.
Preferred Qualifications
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 record (EMR) systems and other relevant software.
High school diploma or GED preferred.
Multilingual abilities.
Physical Requirements
Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs.
Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require verbal communication and the ability to hear and understand spoken information quickly and accurately.
Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing and accessing needed information.
Position may require standing for long periods of time, lifting supplies, or assisting patients in/out of the clinic.
Location
Draper Clinic, Draper, Utah
Work Hours
Full‑time, 38 hours per week, Monday, Tuesday, Wednesday, and Friday
Hourly Rate
$17.86 - $23.22, based on experience
Benefits
We provide a comprehensive benefits package covering health, wellness, and professional growth.
Equal Opportunity Employer
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 are subject to close without notice.
#J-18808-Ljbffr