Patient Service Representative - Cardiac

Hartford Healthcare•Hartford, CT

2d•Onsite

About The Position

Hartford HealthCare is seeking a Patient Service Representative for their Cardiac department. This role is crucial in creating a positive patient experience by facilitating communication between patients and healthcare providers, ensuring efficient office operations, and managing appointment scheduling. The Patient Service Coordinator will handle patient registration, insurance verification, demographic updates, and manage daily confirmations. They will also be responsible for reconciling co-pays and payments, managing high call volumes, and corresponding with clinical operations and providers. This position requires delivering exceptional customer service aligned with the HHC brand experience, managing patient records, and ensuring all patient privacy and safety standards are met.

Requirements

High school diploma/GED equivalent, OR a minimum of 2 years customer service experience preferred
1 Year customer service experience in a fast-paced medical office
Epic experience preferred

Responsibilities

Serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts.
Creates a positive patient experience by facilitating communication between patients and healthcare providers and ensuring efficient office operations.
Schedules appointments which will provide timely, accurate, friendly, and clinically appropriate patient access.
Responds to incoming correspondence from patients, caregivers, healthcare providers, and beyond, in accordance with patient privacy and safety standards.
Delivers exceptional customer service with the HHC brand experience.
Welcomes patients in person or on the telephone and takes detailed messages as needed.
Reconciles co-pays and walk-in payments at the end of each day.
Performs daily confirmations calls.
Registers arriving patients, includes insurance verifications, patient demographic updates, and video visits.
Uses Epic, patient portal and appointment reminder systems, mobile applications, and other forms of technology to manage scheduling, interact with patients and providers, and update files and patients’ records.
Manages high call volumes.
Follows Standard Work to ensure efficient patient experience.
Corresponds with clinical operations and/or providers as necessary.
Transfers calls as appropriate to clinical team members, including complaints and escalations.
Schedules patient appointments, and informs patients of essential preparation requirements prior to visit (referrals, x-rays, medical reports, etc.).
Schedules follow-up appointments and associated testing, documents these appointments and ensures the necessary referral authorization is obtained.
Collects co-payments and office charges as needed and explains office payment billing policies to patients.