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. 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 by addressing issues 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. Follows procedures when identifying patients. Obtains copies of insurance cards, forms of ID, and signatures on all required forms. Verifies information on appropriate accounts to determine insurance coordination of benefits, including pre‑certification or 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 for current and past medical services, and processes those payments following appropriate procedures. Stays current on role/responsibilities, reviews monthly emails/newsletters, the ambulatory Epic dashboard, patient access tools, work queues, attends clinic/service line meetings, and reviews emails each shift 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 Ongoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and assess customer needs. Frequent interactions with providers, colleagues, customers, patients/clients and visitors require verbal communication, hearing and understanding 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, including frequent computer use for typing and accessing needed information. Position may require standing for long periods of time, lifting supplies. May assist patients into/out of the clinic. Location and Compensation Intermountain Health – Layton Hospital, North Ogden Clinic, Roy Clinic. Work City: Roy, Work State: Utah. Scheduled Weekly Hours: 0. Hourly range: $17.86 - $23.22. We care about your well‑being – mind, body, and spirit – which is why we provide caregivers with a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness including living healthy, happy, secure, connected, and engaged. 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. #J-18808-Ljbffr