Patient Service Representative (PSC) - Outpatient Cardiology

Hartford Healthcare•Norwalk, CT

About The Position

The Patient Service Representative (also referred to as Patient Service Coordinator) supports patients and efficient outpatient office operations. The role greets patients in person and by telephone, answers routine questions, registers patients, and maintains records and accounts. It facilitates communication between patients and healthcare providers and provides timely, accurate, friendly, and clinically appropriate access to care. The position handles incoming correspondence from patients, caregivers, healthcare providers, and others in accordance with patient privacy and safety standards. It manages high call volumes, takes detailed messages, transfers calls to clinical team members as appropriate, and follows Standard Work to support an efficient patient experience. The representative uses Epic, patient portals, appointment reminder systems, mobile applications, and other technology to schedule visits, communicate with patients and providers, and update records. Responsibilities also include verifying insurance, updating patient demographics, supporting video visits, scheduling appointments and follow-up testing, informing patients of preparation requirements, obtaining referral authorizations, and collecting co-payments or office charges while explaining payment and billing policies. The role delivers customer service in keeping with the Hartford HealthCare brand experience.

Requirements

One year of customer service experience in a fast-paced medical office.
High school diploma or GED equivalent, or a minimum of two years of customer service experience is preferred.

Nice To Haves

Epic experience preferred.
High school diploma or GED equivalent, or a minimum of two years of customer service experience preferred.

Responsibilities

Greet patients in person and by telephone, answer routine questions, and take detailed messages as needed.
Register arriving patients, verify insurance, update patient demographics, and support video visits.
Maintain patient records and accounts using Epic, patient portals, appointment reminder systems, mobile applications, and other technology.
Manage high call volumes and respond to incoming correspondence in accordance with patient privacy and safety standards.
Facilitate communication between patients and healthcare providers; correspond with clinical operations or providers as needed.
Transfer calls to clinical team members as appropriate, including complaints and escalations.
Schedule patient appointments and inform patients of preparation requirements, such as referrals, x-rays, and medical reports.
Schedule follow-up appointments and associated testing, document appointments, and ensure necessary referral authorization is obtained.
Collect co-payments and office charges as needed and explain office payment and billing policies.
Follow Standard Work to ensure an efficient patient experience and deliver exceptional customer service.