Patient Service Representative

Job Opportunity At Utah Valley InstaCare

In Provo, Utah Valley InstaCare operates seven days a week from 8am to midnight, with most holidays observed. The Patient Service Representative (PSR) is the first point of contact between Intermountain and patients. This role reflects Intermountain's values and aims to build collaborative relationships with patients and caregivers to ensure the highest level of customer/patient satisfaction. The PSR enhances the customer experience by addressing and resolving patient needs related to intake and care, including patient greeting and check-in/out processes, as well as verifying patient information.

Essential Functions:

• Provides courteous and professional interactions with patients via phone, in person, or secure messaging.
• Accurately documents all phone calls in the electronic medical record (EMR).
• Schedules patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
• Registers patients by confirming, entering, and updating demographic data on the registration system.
• Obtains insurance cards, forms of ID, and signatures on required forms.
• Assists patients in completing necessary forms and educates them on financial assistance.
• Proactively requests payments and processes them following appropriate procedures.
• Stays current on role updates and attends clinic/service line meetings.

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.
• Basic computer skills involving word processing and data entry.
• Professional manner and strong interpersonal and communication skills.
• Ability to work collaboratively with patients and caregivers.
• Ability to protect privacy and confidentiality of patient information.

Preferred Qualifications:

• One year of customer service experience.
• Billing and collections experience.
• Computer literacy in using electronic medical records (EMR) systems.
• High school diploma or GED preferred.
• Multilingual skills.

Physical Requirements:

• Ongoing need for seeing and reading information, labels, documents, and monitors.
• Frequent verbal communication and hearing needs.
• Manual dexterity for frequent computer use.
• Position may require standing for long periods and lifting supplies.
• May assist patients into/out of the clinic.

Location: Utah Valley InstaCare, Work City: Provo, Work State: Utah, Scheduled Weekly Hours: 40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $17.86 - $23.22

Intermountain Health provides a comprehensive benefits package to support the well-being of our caregivers.