Lead Patient Service Representative - Outpatient Rehab

The Hospital of Central Connecticut•New Britain, CT

2d•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, they specialize in various therapies and are known for high-quality, customer-focused outcomes. This role involves travel between outpatient sites in Bristol, New Britain, and Plainville, serving as a resource and mentor to Patient Service Representatives. The position focuses on providing professional customer service to ensure operational efficiency and a positive patient experience, including tasks like scheduling, pre-registration, registration, insurance verification, and authorization.

Requirements

High school diploma or equivalent required
Minimum of 3 years’ experience as a Patient Service Representative or similar role
Epic experience preferred.
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

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.