Lead Patient Service Representative - Outpatient Rehab

Hartford Hospital•South Windsor, CT

10d•Hybrid

About The Position

Hartford HealthCare Rehabilitation Network is the premier rehabilitation provider in Connecticut, offering services across the continuum of care. With over 30 outpatient locations and a variety of specialists, they are known for their commitment to high quality, customer-focused outcomes. This role requires travel between Rehab Outpatient sites in Glastonbury, Vernon, Manchester, and South Windsor regularly. The Lead Rehab Patient Service Representative acts as a resource and mentor to Patient Service Representatives, providing guidance, coaching, and training to improve performance and ensure operational efficiency. This position is responsible for ensuring a positive patient experience through effective patient scheduling, pre-registration, registration, insurance verification, and authorization, ensuring patients are cleared for visits. A strong understanding of Rehab procedures and patient history requirements is essential.

Requirements

High school diploma or equivalent required
Minimum of 3 years’ experience as a Patient Service Representative or similar role
Strong working knowledge of insurance requirements
Solid working knowledge of Microsoft Office software.
Basic working knowledge of medical terminology.
Ability to travel independently to satellite offices with or without advanced notice.

Nice To Haves

Epic experience preferred.

Responsibilities

Provides training to new employees or for new tasks to existing employees.
Serves as resource to colleagues on issues/questions and provides guidance.
Coaches for improved performance by providing appropriate feedback.
Provides coaching and training to Patient Service Representative Staff.
Travels between Rehab Outpatient sites regularly.
Track metrics for sites and report out on key metrics during weekly huddle. May update dashboard as necessary.
Meet one-on-one with Patient Service Representatives regularly.
Plan content/present for PSR newsletter and PSR meetings to educate PSRs on changing insurance processes.
Provides support to Front desk/reception area and provides general administrative support.
Answers incoming calls promptly and professionally, evaluates priority, and directs calls appropriately according to urgency and subject matter.
Schedules new patient appointments accurately, and informs patients of essential preparation requirements prior to visit.
Reviews daily report of appointment confirmations to ensure accurate schedule and appropriate communications with patients.
Collects co-payments and office charges as needed and explains office payment billing policies to patients.