Patient Service Representative - Outpatient Cardiology

Hartford Healthcare•Stamford, CT

About The Position

The Patient Service Representative serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts. The role supports a positive patient experience by facilitating communication between patients and healthcare providers and helping ensure efficient office operations. It is responsible for scheduling timely, accurate, friendly, and clinically appropriate patient access, and for responding to correspondence from patients, caregivers, healthcare providers, and others in accordance with patient privacy and safety standards. The representative welcomes patients in person and by telephone, takes detailed messages as needed, registers arriving patients, verifies insurance, updates demographics, and supports video visits. Using Epic, patient portals, appointment reminder systems, mobile applications, and other technology, the representative manages scheduling, interacts with patients and providers, and updates files and records. The role handles high call volumes, follows Standard Work, coordinates with clinical operations and providers, and transfers calls to clinical team members when appropriate, including complaints and escalations. The representative schedules appointments and follow-up visits and testing, informs patients of preparation requirements, documents appointments, and ensures required referral authorizations are obtained. The role also collects co-payments and office charges as needed and explains office payment and billing policies. The position delivers customer service consistent with the Hartford HealthCare brand experience.

Requirements

High school diploma or GED equivalent, or a minimum of 2 years of customer service experience (preferred).
1 year of customer service experience in a fast-paced medical office.

Nice To Haves

Epic experience preferred.

Responsibilities

Greet and welcome 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.
Schedule patient appointments, follow-up visits, and associated testing; inform patients of preparation requirements and document appointments.
Ensure necessary referral authorizations are obtained.
Respond to correspondence from patients, caregivers, healthcare providers, and others in accordance with patient privacy and safety standards.
Use Epic, patient portals, appointment reminder systems, mobile applications, and other technology to manage scheduling, communicate with patients and providers, and update records.
Manage high call volumes and follow Standard Work to support an efficient patient experience.
Coordinate with clinical operations and providers as needed, and transfer calls to clinical team members when appropriate, including complaints and escalations.
Collect co-payments and office charges as needed and explain office payment and billing policies.
Deliver exceptional customer service consistent with the Hartford HealthCare brand experience.