Patient Service Representative (PSC)- Cardiology

Hartford HealthCare Medical Group•Trumbull, CT

4d•Onsite

About The Position

Hartford HealthCare Medical Group is seeking a Patient Service Representative for its cardiology practice. The role serves patients by greeting them, answering routine questions, registering patients, and maintaining records and accounts. It creates a positive patient experience by facilitating communication between patients and healthcare providers and supporting efficient office operations. The representative 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. The position delivers exceptional customer service consistent with the HHC brand experience. It welcomes patients in person and by telephone, takes detailed messages, registers arriving patients, verifies insurance, updates demographics, and supports video visits. Using Epic, patient portals, appointment reminder systems, mobile applications, and other technology, the representative manages scheduling, communicates with patients and providers, and updates records. The role also handles high call volumes, follows Standard Work, coordinates with clinical operations and providers, schedules visits and testing, communicates preparation requirements, obtains referral authorizations, and collects payments as needed.

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

Deliver exceptional customer service consistent with the HHC brand experience.
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.
Use Epic, patient portals, appointment reminder systems, mobile applications, and other technology to manage scheduling, interact with patients and providers, and update files and records.
Manage high call volumes and follow Standard Work to support an efficient patient experience.
Correspond with clinical operations and providers as necessary; transfer calls to clinical team members as appropriate, including complaints and escalations.
Schedule patient appointments and inform patients of preparation requirements, such as referrals, x-rays, and medical reports.
Schedule follow-up appointments and associated testing, document appointments, and ensure necessary referral authorization is obtained.
Collect co-payments and office charges as needed and explain office payment and billing policies to patients.