Patient Service Representative

Job Description:

Gallatin Clinic - Bozeman, Montana

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. We are excited to announce the opening of our brand-new, state-of-the-art healthcare facility, and we are looking for a dedicated and compassionate Patient Service Representative to join our team. At Intermountain Healthcare we are committed to providing exceptional care to our patients and making every interaction a positive experience. Our new facility is equipped with the latest technology and designed to offer a modern and efficient healthcare environment. Come be an integral part in the creation of our newest team.

This role will be Monday-Friday during regular business hours

Gallatin Clinic - Bozeman, Montana

As a Patient Service Representative, you will be the first point of contact for our patients, providing excellent customer service and ensuring smooth operations at the front desk. You will be responsible for greeting patients, answering inquiries, scheduling appointments, handling patient records, and supporting administrative tasks to help ensure a seamless patient experience. You will play a crucial role in creating a welcoming atmosphere at our new facility, ensuring patients feel cared for and informed.

• 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.

• Assist 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 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.

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

• Multilingual

Compensation & Benefits:

While the salary for this position may not be high, we offer a comprehensive benefits package, including:

• Health, dental, and vision insurance.

• Generous paid time off (PTO) and sick leave.

• Retirement savings plan with employer contributions.

• Continuing education and professional development opportunities.

• Employee wellness programs.

• Opportunity to be part of a growing, supportive team in