Patient Service Representative

About This Role

The Patient Service Representative (PSR) serves as the first connection between Intermountain and patients, embodying Intermountain values and focusing on establishing collaborative relationships with patients and fellow caregivers. This role delivers the highest level of customer/patient satisfaction by identifying and resolving patient needs related to patient intake and care.

Responsibilities

• Provide courteous and professional connections with patients over the phone, in person or via secure messaging
• Resolve patient needs to ensure a superior customer experience by identifying and resolving patient needs related to patient intake and care
• Document all phone calls accurately and completely in the electronic medical record (EMR)
• Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations
• Register patients over the phone or in person by confirming, entering, and/or updating all required demographic data on patient and guarantor on the registration system
• Follow procedures when identifying patients
• Obtain copies of insurance cards, forms of ID, 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 to meet regulatory and billing needs prior to receiving clinical care
• Scan necessary paperwork and educate patient on financial assistance
• Proactively request payments from patients on current and past medical services
• Receive and process those payments following appropriate procedures for handling payments
• Stay current on role/responsibilities, updates etc. by reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attending clinic/service line meetings, and reviewing emails each shift to ensure the highest standard of performance is achieved

Requirements

• 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

Nice to have:

• 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