Patient Service Representative - Wasatch Back Float Pool

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, as well as verifying information supplied by patients.

• Provides courteous and professional connections with patients over the phone, in person or via secure messaging. Resolves patient needs and delivers 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 in the registration system. Follows procedures when identifying patients.
• Obtains copies of insurance cards, forms of , 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 queues, attending clinic/service line meetings, and reviewing emails each shift to ensure the highest standard of performance.

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

• Benefits eligible:
  Yes
• Shift / Location Details:
  The Wasatch Back float pool provides coverage for clinics that may open as early as 7:30 AM and stay open as late as 7 PM Monday through Friday. Insta Cares are typically open 7 days a week and holidays from 7:50 AM – 8 PM. Float Pool caregivers are expected to work the entire requested shift (usually 8-12 hours). Part-time caregivers are required to submit availability of 3 full days per week and 3 weekend shifts per month.
• Additional Details:
  This position is in the Wasatch Back Float Pool, which provides coverage for clinics in Park City and Heber. Although Park City is considered home base, travel between clinics is required. Shifts may qualify for mileage reimbursement.

• 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.

• 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

• 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 the ability to…