Patient Service Representative

divh2Patient Service Representative/h2pThe 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./ppEssential Functions./pulliProvides 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./liliDocuments all phone calls accurately and completely in the electronic medical record (EMR)./liliSchedules patient appointments for visits, procedures, diagnostic tests, referrals, and/or consultations./liliRegisters 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./liliObtains 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./liliAssists 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./liliStays 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./li/ulpSkills/pulliProfessional etiquette and communication./liliCollaboration / Teamwork/liliConfidentiality/liliCustomer service/liliResolving patient needs/liliComputer literacy/liliTime management/liliCritical thinking/situational awareness/liliCash management/li/ulpMinimum Qualifications/pulliSix months of customer service experience involving interactions with customers./liliDemonstrated basic computer skills involving word processing and data entry./liliProfessional manner and strong interpersonal and communication skills./liliAbility to work collaboratively with patients and fellow caregivers to deliver the highest level of customer/patient satisfaction./liliAbility to protect privacy, confidentiality, and Protected Health Information (PHI) of patients, members, and caregivers./li/ulpPreferred Qualifications/pulliOne year of customer service experience involving interactions with customers in person and by phone./liliBilling and collections experience./liliComputer literacy in using electronic medical records (EMR) systems and other relevant software./liliHigh school diploma or GED preferred./liliMultilingual/li/ulpPhysical Requirements/pulliOngoing need for caregivers to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs./liliFrequent 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./liliManual 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./liliPosition may require standing for long periods of time, lifting supplies/liliMay assist patients into/out of the clinic./li/ulpLocation:/ppIntermountain Health Cedar City Hospital/ppWork City:/ppCedar City/ppWork State:/ppUtah/ppScheduled Weekly Hours:/pp0/ppThe hourly range for this position is listed below. Actual hourly rate dependent upon experience./pp$17.86 - $23.22/ppIntermountain 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./ppAll positions subject to close without notice./p/div