Patient Service Representative (PSC) - Cardiology

Hartford Healthcare • Trumbull, CT

7d

About The Position

Serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts. Responsible for creating a positive patient experience by facilitating communication between patients and healthcare providers and ensuring efficient office operations. Responsible for scheduling appointments which will provide timely, accurate, friendly, and clinically appropriate patient access. The Patient Service Coordinator responds to incoming correspondence from patients, caregivers, healthcare providers, and beyond, in accordance with patient privacy and safety standards. Delivers exceptional customer service with the HHC brand experience. Welcomes patients in person or on the telephone and takes detailed messages as needed. Registers arriving patients, includes insurance verifications, patient demographic updates, and video visits. Uses 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. Manages high call volumes. Follows Standard Work to ensure efficient patient experience. Corresponds with clinical operations and/or providers as necessary. Transfers calls as appropriate to clinical team members, including complaints and escalations. Schedules patient appointments, and informs patients of essential preparation requirements prior to visit (referrals, x-rays, medical reports, etc.). Schedules follow-up appointments and associated testing, documents these appointments and ensures the necessary referral authorization is obtained. Collects co-payments and office charges as needed and explains office payment billing policies to patients.

Requirements

• High school diploma/GED equivalent, OR a minimum of 2 years customer service experience
• 1 Year customer service experience in a fast-paced medical office

Nice To Haves

• Epic experience preferred

Responsibilities

• Greeting patients
• Answering routine questions
• Registering patients
• Maintaining records and accounts
• Facilitating communication between patients and healthcare providers
• Ensuring efficient office operations
• Scheduling appointments
• Responding to incoming correspondence from patients, caregivers, healthcare providers, and beyond
• Welcoming patients in person or on the telephone
• Taking detailed messages
• Registering arriving patients
• Performing insurance verifications
• Updating patient demographics
• Managing video visits
• Managing scheduling using Epic, patient portal and appointment reminder systems, mobile applications, and other forms of technology
• Interacting with patients and providers
• Updating files and patients’ records
• Managing high call volumes
• Following Standard Work to ensure efficient patient experience
• Corresponding with clinical operations and/or providers
• Transferring calls as appropriate to clinical team members
• Scheduling patient appointments
• Informing patients of essential preparation requirements prior to visit
• Scheduling follow-up appointments and associated testing
• Documenting appointments
• Ensuring necessary referral authorization is obtained
• Collecting co-payments and office charges
• Explaining office payment billing policies to patients

Benefits

• Competitive benefits program designed to ensure work/life balance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED