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.
Float Pool Shifts depend on clinic requests for coverage. The float pool provides coverage for clinics that open as early as 6:30 AM and stay open as late as 7 PM Monday thru Friday, as well as InstaCares which are open 7 days a week and holidays, typically from 7:50 AM – 8 PM except for Utah Valley which is open until midnight. Float Pool caregivers are expected to work the entire requested shift, usually 8-12 hours, and not partial shifts.
Essential Functions.
- Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs skills 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 patient and guarantor 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, may include 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 patient on financial assistance. Proactively requests payments from patients on current and past medical services. Receives and processes those payments following appropriate procedures for handling payments.
- Stays current on role/responsibilities, updates etc. which may include reviewing monthly email/newsletter, ambulatory epic dashboard, patient access, work ques, attend clinic/service line meetings, review emails each shift, etc. to ensure the highest standard of performance is achieved.
Skills
- Professional etiquette and communication.
- Collaboration / Teamwork
- Confidentiality
- Customer service
- Resolving patient needs
- Computer literacy
- Time management
- Critical thinking/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 records (EMR) systems and other relevant software.
- High school diploma or GED preferred.
- Multilingual
Physical Requirements:
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 employee to verbally communicate as well as hear and understand 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. This includes frequent computer use for typing, accessing needed information, etc.
- Position may require standing for long periods of time, lifting supplies
- May assist patients into/out of the clinic.
Location:
Utah Valley Clinic
Work City:
Provo
Work State:
Utah
Scheduled Weekly Hours:
36
The hourly range for this position is listed below. Actual hourly rate dependent upon experience.
$17.86 - $23.22
We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
Learn more about our comprehensive benefits package here.
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.
At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.
All positions subject to close without notice.
