Patient Service Representative (Rehab, Outpatient) - Per diem

Charlotte Hungerford Hospital•Torrington, CT

3d•Onsite

About The Position

The Patient Service Representative provides professional customer service to support operational efficiency and promote a positive patient experience at a Hartford HealthCare Rehabilitation Network outpatient location. The role handles patient scheduling, pre-registration and registration, insurance verification and authorization, and helps ensure patients are cleared for outpatient rehabilitation visits. The position also performs secretarial, billing, and clerical work, including using the electronic medical record (EMR) to schedule follow-up and specialty appointments and process patient charges. Duties include coordinating referrals, preparing paperwork, collecting patient information, answering phones, and providing administrative support to office staff. The role requires an understanding of rehabilitation procedures and the patient history requirements for those procedures.

Requirements

High school diploma or equivalent.
One to two years of experience in a medical or healthcare office.
Knowledge of healthcare terminology, insurance authorization, and benefits.
Proficiency in healthcare terminology and billing practices.
Experience obtaining insurance authorizations and benefits.

Nice To Haves

Associate's or bachelor's degree in a clinical or business field.
Bilingual ability.

Responsibilities

Greet and register arriving patients, complete registration forms, and verify insurance.
Answer incoming calls, assess their priority, and direct them according to urgency and subject matter.
Provide new patients with information before their visits in accordance with department policies, and enter or update patient demographics.
Collect co-payments and office charges as needed and explain office payment and billing policies to patients.
Schedule new-patient appointments and explain essential preparation requirements, such as referrals and medical reports.
Schedule follow-up appointments and complete necessary requisition forms and pre-certification exams.
Resolve patient or clinician issues and problems, escalating concerns to the team lead or manager as necessary.
Reconcile billing and co-payments and refer payment or insurance problems to the Billing Department.
Maintain inventory of office or clinical supplies and keep the reception area orderly.
Provide backup support to other front-desk staff and perform other duties that support efficient site operations.
Collaborate with colleagues across the system to improve processes, workflow, outcomes, and patient experience.
Use the EMR to schedule follow-up and specialty appointments and process patient charges.
Coordinate referrals, prepare paperwork, collect pertinent patient information, answer phones, and provide administrative support to office staff.