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Patient Service Representative Float Pool Specialist
2 months ago
This position is responsible for providing exceptional patient service and support to patients and families within Intermountain Health's policies and procedures.
Key Responsibilities- Greet patients and families, answer phone calls, take messages, and provide necessary information while documenting all interactions accurately and completely in the electronic medical record (EMR).
- Schedule patient appointments for visits, procedures, diagnostic tests, referrals, and consultations.
- Register patients, confirm, enter, and/or update all required demographic data on patient and guarantor on registration system.
- Obtain copies of insurance cards, forms of ID, and signature(s) on all required forms, verify information on appropriate accounts to determine insurance coordination of benefits, pre-certification/prior-authorization, and complete the Medicare Secondary Payer (MSP) questionnaire when applicable.
- Inform self-pay patients of liability due and prepayment requirements, prepare estimates of procedures, calculate advance payment requirements on previous or bad debt and current balances, and refer potentially eligible patients to financial counseling and/or contract eligibility vendor(s).
- Collect patient payments and provide accurate receipts, post payments in system, reconcile receipts with cash collected, and complete required balancing forms.
- Maintain department and/or individual work queues and reports as required.
- Prepare medical records for patient appointments by compiling information from various sources to include authorizations and non-Epic documentation, and accurately scan medical records as required for Medical Group or specialty office.
- Promote mission, vision, and values of Intermountain Health, and abide by service behavior standards.
- Perform other duties as assigned.
- One year of customer service experience involving interactions with customers in person and by phone.
- Professional manner and strong interpersonal and communication skills.
- Demonstrated basic computer skills and data entry.
- High school diploma or GED required.
- Regular attendance to perform work on site during regularly scheduled business hours or scheduled shifts is required.
- Excellent customer service skills, in person and via telephone.
- Ability to work in a fast-paced environment.
- Ability to multitask.
- Strong organizational skills and attention to detail.
- Ability to maintain confidential information.
- Contributes to a positive work environment that is supportive of co-workers and patients needs.
- The employee's dependability in reporting for work as scheduled and on-time.
- Interact with others by effectively communicating, both orally and in writing.
- Operate computers and other office equipment requiring the ability to move fingers and hands.
- See and read computer monitors and documents.
- Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment.
- May require lifting and transporting objects and office supplies, bending, kneeling, and reaching.
