Patient Service Representative

Job Overview 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 and verifying information supplied by patients. Key Responsibilities Provide courteous and professional connections with patients over the phone, in person, or via secure messaging. Resolve patient needs and ensure a superior customer experience by identifying and resolving issues 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 the registration system. Follow procedures when identifying patients, obtain copies of insurance cards, ID, and signatures on all required forms. Verify insurance information to determine coordination of benefits, including pre‑certification/prior authorization when required. Assist patients in completing necessary forms to meet regulatory and billing needs prior to clinical care. Scan necessary paperwork and educate patients on financial assistance. Request payments from patients on current and past medical services and process those payments following appropriate procedures. Stay current on role/responsibilities by reviewing monthly communications, dashboards, and attending clinic/service line meetings. 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 ability. Physical Requirements The position requires frequent reading of labels, documents, and monitors, verbal communication with providers and patients, manual dexterity for handling supplies, standing for long periods, and occasional lifting of supplies. The employee may assist patients into/out of the clinic. Location & Hours Location: Intermountain Health Spanish Fork Hospital, Spanish Fork, Utah. Scheduled Weekly Hours: 20 Hourly rate: $18.31 - $23.80. Compensation & Benefits Competitive hourly pay ranging from $18.31 to $23.80, based on experience. Generous benefits package covering health, dental, vision, and more. PEAK tuition coverage program for continuing education. Equal 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. The use of artificial intelligence ("AI") platform HiredScore is part of the application experience; however, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. #J-18808-Ljbffr