Scheduler (Rehab) - Outpatient

Hartford Healthcare•South Windsor, CT

About The Position

The Patient Service Representative provides professional customer service to support operational efficiency and a positive patient experience at an outpatient rehabilitation office. The role handles patient scheduling, pre-registration and registration, insurance verification and authorization, and ensures patients are cleared for outpatient rehabilitation visits. It also includes secretarial, billing, and clerical duties, such as using the electronic medical record (EMR) to schedule appointments and process patient charges, coordinating referrals, preparing paperwork, collecting patient information, answering phones, and providing administrative support to office staff. The position requires understanding of rehabilitation procedures and patient-history requirements for those procedures.

Requirements

High school diploma or equivalent required.
One to two years of experience in a medical or healthcare office.
Knowledge of healthcare terminology, insurance authorization, and benefits.
Proficiency in healthcare terminology and billing practices.
Experience obtaining authorizations and verifying benefits.

Nice To Haves

Associate's or bachelor's degree in a clinical or business field preferred.
Bilingual ability highly preferred.

Responsibilities

Greet and register arriving patients, complete registration forms, and verify insurance.
Answer incoming calls, assess their priority, and direct them according to urgency and subject matter.
Provide new patients with pre-visit information in accordance with department policies and enter or update patient demographics.
Collect co-payments and office charges as needed and explain payment and billing policies to patients.
Schedule new-patient appointments and inform patients of preparation requirements, such as referrals and medical reports.
Schedule follow-up appointments and complete necessary requisition forms and pre-certification exams.
Identify and resolve patient or clinician issues, escalating concerns to a team lead or manager as necessary.
Reconcile billing and co-payments and refer payment or insurance problems to the Billing Department.
Maintain office or clinical supply inventory and keep the reception area orderly.
Provide backup support to other front desk staff and perform other duties that support efficient site operations.
Collaborate with colleagues across the system to improve processes, workflow, outcomes, and patient experience.
Use the EMR to schedule follow-up and specialty appointments and process patient charges.
Coordinate referrals, prepare paperwork, collect pertinent patient information, and answer phones.
Provide administrative support to office staff.