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About the Role

The Patient Service Representative (PSR) is the primary point of contact for patients, embodying Intermountain values and fostering collaborative relationships to ensure the highest level of patient satisfaction. This role focuses on delivering a superior customer experience by addressing patient needs in intake and care, including check-in/out processes and information verification.

Responsibilities

• 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 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 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, which 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 patients on financial assistance.
• Proactively requests and processes payments from patients for current and past medical services.
• Stays current on role responsibilities and updates through various communication channels and meetings to ensure the highest standard of performance.

Requirements

• 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.

Skills

• Professional etiquette and communication
• Collaboration / Teamwork
• Confidentiality
• Customer service
• Resolving patient needs
• Computer literacy
• Time management
• Critical thinking/situational awareness
• Cash management

Location

• Tellica Bountiful
• Tellica Draper
• Tellica Ogden
• Tellica Orem
• Tellica Salt Lake City
• Tellica Spanish Fork
• Tellica West Valley
• Draper, Utah

Work Type

• Onsite

Experience Level

• Six months of customer service experience
• One year of customer service experience (preferred)

Education Level

• High school diploma or GED preferred

Salary/Compensations

• $18.31 - $23.80 per hour

Benefits

• Generous benefits package covering a wide range of programs to foster a sustainable culture of wellness (living healthy, happy, secure, connected, and engaged).

About the Company

• Intermountain Health is an equal opportunity employer.
• Uses the HiredScore AI platform to improve the job application experience by matching skills and experiences to jobs.
• All final decisions are made by Intermountain personnel.
• Protects applicant privacy and follows strict data protection rules.

Equal Opportunity

• 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.