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Patient Service Representative - job 3 of 6

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Job Description:

Monday-Friday, most likely 7:45am-4:15pm

The department and location are Utah Valley Urology at the Utah Valley Hospital.

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 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:

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$17.34 - $22.54

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.

Average salary estimate

$41500 / YEARLY (est.)

min

max

$36000K

$47000K

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What You Should Know About Patient Service Representative, IMH

Join us as a Patient Service Representative at Utah Valley Clinic! If you love connecting with people and providing exceptional customer service, this is the perfect opportunity for you. As a PSR, you will be the crucial first point of contact for patients at Intermountain, helping to create a welcoming and caring environment. Your day-to-day tasks will involve greeting and checking in patients, scheduling appointments, and ensuring that all required information is accurately documented in our electronic medical records system. You’ll serve as a vital communicator, resolving patient inquiries related to their care and supporting them through their healthcare journey. Whether you're talking to patients over the phone, in person, or through secure messaging, your professionalism and teamwork will shine! You will also assist with collecting necessary documentation and payments while educating patients about financial assistance options. At Utah Valley Urology, we’re dedicated to exceptional patient care, and as a PSR, you’ll play a key role in achieving this mission by delivering the highest level of patient satisfaction. If you have strong interpersonal skills, a spirit of collaboration, and a passion for helping others, we’d love for you to be part of our team. With a competitive hourly wage of $17.34 - $22.54, you'll also enjoy a comprehensive benefits package that supports your well-being.

Frequently Asked Questions (FAQs) for Patient Service Representative Role at IMH

What are the responsibilities of a Patient Service Representative at Utah Valley Clinic?

As a Patient Service Representative at Utah Valley Clinic, your main responsibilities will include greeting and checking in patients, documenting interactions in the electronic medical record, scheduling appointments, and ensuring that all patient information is accurate and up-to-date. You'll also facilitate communication between healthcare providers and patients, resolve any patient inquiries, and assist with completing necessary forms.