Patient Service Representative (PSC)- Cardiology

Hartford Healthcare•Trumbull, CT

About The Position

The Patient Service Representative (PSC) serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts. The role helps create a positive patient experience by facilitating communication between patients and healthcare providers and supporting efficient office operations. The PSC schedules appointments to provide timely, accurate, friendly, and clinically appropriate patient access and responds to correspondence from patients, caregivers, healthcare providers, and others in accordance with patient privacy and safety standards. Responsibilities include welcoming patients in person and by telephone, taking detailed messages, registering arriving patients, verifying insurance, updating patient demographics, and assisting with video visits. The PSC uses Epic, the patient portal, appointment reminder systems, mobile applications, and other technology to manage scheduling, interact with patients and providers, and update records. The role manages high call volumes, follows Standard Work, corresponds with clinical operations and providers as necessary, and transfers calls to clinical team members when appropriate, including complaints and escalations. The PSC schedules appointments and follow-up visits and associated testing, explains preparation requirements, documents appointments, and ensures necessary referral authorization is obtained. The role also collects co-payments and office charges when needed and explains payment and billing policies to patients. Hartford HealthCare describes career development and growth opportunities and a competitive benefits program designed to support work/life balance.

Requirements

High school diploma/GED equivalent, or a minimum of 2 years of customer service experience is preferred.
One 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.
Maintain patient records and accounts.
Schedule appointments to support timely, accurate, friendly, and clinically appropriate patient access.
Respond to correspondence from patients, caregivers, healthcare providers, and others in accordance with privacy and safety standards.
Use Epic, the patient portal, 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.
Correspond with clinical operations and providers as necessary and transfer calls to clinical team members when appropriate, including complaints and escalations.
Schedule follow-up appointments and associated testing, document appointments, and ensure necessary referral authorization is obtained.
Inform patients of preparation requirements before visits, including referrals, x-rays, and medical reports.
Collect co-payments and office charges as needed and explain payment and billing policies to patients.
Deliver exceptional customer service consistent with the HHC brand experience.