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, including greeting and checking in/out patients and verifying information supplied by patients. Essential Functions Provides courteous and professional connections with patients over the phone, in person or via secure messaging, resolving 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, following procedures for 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 and, when applicable, pre‑certification/prior authorization. Assists patients in completing necessary forms to meet regulatory and billing needs prior to receiving clinical care; scans paperwork, educates patients on financial assistance, and proactively requests payments for current and past services. Stays current on role responsibilities by reviewing monthly communications, dashboard updates, patient access tools, work queues, and attending clinic/service line meetings. Skills Professional etiquette and communication. Collaboration and teamwork. Confidentiality. Customer service excellence. Problem‑solving and resolving patient needs. Computer literacy. Time management. Critical thinking and situational awareness. Cash management. Minimum Qualifications Six months of customer service experience with direct customer interactions. Demonstrated basic computer skills involving word processing and data entry. Professional manner with strong interpersonal and communication skills. Ability to collaborate with patients and caregivers to deliver superior 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 in‑person and phone interactions. Billing and collections experience. Computer literacy with electronic medical records (EMR) systems and related software. High school diploma or GED preferred. Multilingual capability. Physical Requirements Ongoing need to see and read information, labels, documents, monitors, equipment, and supplies to assess customer needs. Frequent verbal communication; must hear and understand spoken information quickly and accurately. Manual dexterity for manipulating complex and delicate supplies and equipment, including frequent computer use for typing and accessing information. May require standing for long periods, lifting supplies, and assisting patients in/out of the clinic. Location Wheat Ridge Clinic, Wheat Ridge, Colorado Schedule & Compensation Scheduled Weekly Hours: 40. Hourly rate: $19.29 – $25.61 (dependent upon experience). We care about your well‑being – mind, body, and spirit – and provide 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. Equal Employment Opportunity 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. #J-18808-Ljbffr