Patient Service Representative - Pulmonary

Hartford Healthcare • Willimantic, CT

3d

About The Position

Work where every moment matters. Every day, over 30,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. This role supports various specialties as they float throughout the region, coverage includes Urgent Care and Primary Care. There’s so much to learn in our ambulatory sites. The Patient Service Representative serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts. Responsible for creating a positive patient experience by facilitating communication between patients and healthcare providers and ensuring efficient office operations. Responsible for scheduling appointments which will provide timely, accurate, friendly, and clinically appropriate patient access. The Patient Service Representative responds to incoming correspondence from patients, caregivers, healthcare providers, and beyond, in accordance with patient privacy and safety standards. Cross trained in Home Sleep Study (HST) processes, including device distribution, patient education on proper setup and usage, documentation, and coordination of device return in accordance with department protocols. Delivers exceptional customer service with the HHC brand experience.

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

Nice To Haves

• 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.
• Cross trained in Home Sleep Study (HST) processes, including device distribution, patient education on proper setup and usage, documentation, and coordination of device return in accordance with department protocols.
• Delivers exceptional customer service with the HHC brand experience.
• Welcomes patients in person or on the telephone and takes detailed messages as needed.
• 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.

Benefits

• competitive benefits program designed to ensure work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED