Patient Service Representative (PSC)- Cardiology

Hartford HealthCare•Hartford, CT

1d•Onsite

About The Position

The Patient Service Representative (PSC) in Cardiology at Hartford HealthCare Medical Group is a pivotal role focused on delivering exceptional patient experiences and ensuring efficient office operations. This position involves greeting patients, answering routine questions, managing patient registration, and maintaining accurate records and accounts. The PSC is responsible for facilitating seamless communication between patients and healthcare providers, scheduling appointments to ensure timely, accurate, friendly, and clinically appropriate patient access. The role also includes responding to various forms of correspondence from patients, caregivers, and healthcare providers, all while adhering to strict patient privacy and safety standards. The PSC will utilize various technological tools such as Epic, patient portals, appointment reminder systems, and mobile applications for scheduling, patient interaction, and record updates. This position is part of Hartford HealthCare Medical Group, one of New England's largest medical practices, known for its comprehensive healthcare network across Connecticut and Rhode Island.

Requirements

High school diploma/GED equivalent
1 Year customer service experience in a fast-paced medical office

Nice To Haves

Minimum of 2 years customer service experience (if no high school diploma/GED equivalent)
Epic experience

Responsibilities

Serve patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts.
Create a positive patient experience by facilitating communication between patients and healthcare providers and ensuring efficient office operations.
Schedule appointments to provide timely, accurate, friendly, and clinically appropriate patient access.
Respond to incoming correspondence from patients, caregivers, healthcare providers, and beyond, in accordance with patient privacy and safety standards.
Deliver exceptional customer service with the HHC brand experience.
Welcome patients in person or on the telephone and take detailed messages as needed.
Register arriving patients, including insurance verifications, patient demographic updates, and video visits.
Use Epic, patient portal and appointment reminder systems, mobile applications, and other forms of technology to manage scheduling, interact with patients and providers, and update files and patients’ records.
Manage high call volumes.
Follow Standard Work to ensure efficient patient experience.
Correspond with clinical operations and/or providers as necessary.
Transfer calls as appropriate to clinical team members, including complaints and escalations.
Schedule patient appointments and inform patients of essential preparation requirements prior to visit (referrals, x-rays, medical reports, etc.).