Patient Service Representative (PSC) - Infectious Diseases

Hartford Healthcare•Norwich, 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 creates a positive patient experience by facilitating communication between patients and healthcare providers and ensuring efficient office operations. It is responsible for scheduling appointments that provide 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, registers arriving patients, verifies insurance, updates patient demographics, and supports video visits. The role uses Epic, patient portals, appointment reminder systems, mobile applications, and other technology to manage scheduling, interact with patients and providers, and update records. It also manages high call volumes, follows Standard Work, coordinates with clinical operations and providers, and transfers calls—including complaints and escalations—to clinical team members as appropriate. The representative schedules appointments, advises patients about preparation requirements such as referrals, x-rays, and medical reports, and schedules follow-up appointments and associated testing. The role documents appointments, ensures required referral authorization is obtained, collects co-payments and office charges as needed, and explains payment and billing policies to patients.

Requirements

High school diploma/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 demographic information, and support video visits.
Maintain patient records and accounts, using Epic, patient portals, appointment reminder systems, mobile applications, and other technology.
Schedule appointments to provide timely, accurate, friendly, and clinically appropriate patient access.
Inform patients of essential preparation requirements, including referrals, x-rays, and medical reports.
Schedule follow-up appointments and associated testing, document appointments, and ensure necessary referral authorization is obtained.
Respond to correspondence from patients, caregivers, healthcare providers, and others in accordance with privacy and safety standards.
Manage high call volumes, follow Standard Work, and coordinate with clinical operations and providers as necessary.
Transfer calls to clinical team members as 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 HHC brand experience.