Patient Service Representative - 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 helps create a positive patient experience by facilitating communication between patients and healthcare providers and supporting efficient office operations. It is responsible for scheduling appointments to provide timely, accurate, friendly, and clinically appropriate patient access, and for responding to correspondence in accordance with patient privacy and safety standards. The representative delivers the Hartford HealthCare brand experience and exceptional customer service. The representative welcomes patients in person and by telephone, takes detailed messages as needed, registers arriving patients, verifies insurance, updates patient demographics, and supports video visits. Using Epic, the patient portal, appointment reminder systems, mobile applications, and other technology, the representative manages scheduling, interacts with patients and providers, and updates files and records. The role 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 and explains essential preparation requirements, such as referrals, x-rays, and medical reports. The role also schedules follow-up appointments and associated testing, documents appointments, ensures necessary referral authorizations are obtained, collects co-payments and office charges as needed, and explains payment and billing policies to patients.

Requirements

High school diploma or GED equivalent, or a minimum of 2 years of customer service experience is preferred, as stated in the posting.
One year of customer service experience in a fast-paced medical office.

Nice To Haves

Epic experience preferred.

Responsibilities

Greet patients in person and by telephone, answer routine questions, and take detailed messages as needed.
Register arriving patients, verify insurance, update patient demographic information, and support video visits.
Maintain patient records and accounts using Epic, patient portals, reminder systems, mobile applications, and other technology.
Schedule appointments to provide timely, accurate, friendly, and clinically appropriate patient access.
Inform patients of required preparation before visits, including referrals, x-rays, and medical reports.
Schedule and document follow-up appointments and associated testing, and ensure necessary referral authorization is obtained.
Manage high call volumes and respond to correspondence from patients, caregivers, healthcare providers, and others in accordance with privacy and safety standards.
Facilitate communication between patients and healthcare providers and coordinate with clinical operations and providers as needed.
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.
Follow Standard Work and deliver exceptional customer service consistent with the Hartford HealthCare brand experience.