Patient Service Representative - Outpatient Rehab - Pelvic Health

Pelvic Health Center - Southington, CT

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Hartford HealthCare Rehabilitation Network is excited to support our innovative Pelvic Health Center in Southington, Connecticut. This specialty Center of Excellence is home to one of the largest and most comprehensive pelvic health programs in the state, providing multidisciplinary care through collaboration with pelvic health physical therapists, urogynecology, primary care, cardiology, weight loss specialists, and other multispecialty providers. The center utilizes advanced pelvic health treatment approaches and technologies to deliver exceptional, patient-centered care in a welcoming and supportive environment.

Position Description

The Patient Service Representative is responsible for providing professional customer service to ensure operational efficiency and promote a positive patient experience. Responsible for Patient Scheduling, Pre-Registration, Registration, Insurance Verification, Insurance Authorization, and ensures patients have been cleared for Rehab Outpatient office visits. The Patient Service Representative performs a variety of secretarial, billing and clerical duties to include: utilizing the electronic medical record (EMR) to schedule follow up and specialty appointments and process patient charges, coordinating referrals, preparing the proper paperwork and collecting pertinent patient information, answering phones, performing other related duties as assigned. Provides administrative support to the office staff. Requires understanding of Rehab procedures, and patient history requirements for Rehab procedures.

Responsibilities

Greets and registers arriving patients, completes registration forms and verifies insurance

Answers incoming calls, evaluates priority, and directs calls according to the urgency and subject matter

Provides information to new patients prior to visit in accordance with department policies, and enters / updates patient demographics

Collects co-payments and office charges as needed and explains office payment billing policies to patients

Schedules new patient appointments, and informs patients of essential preparation requirements prior to visit (referrals, medical reports, etc.)

Schedules follow-up appointments and completes the necessary requisition forms and pre-cert exams

Defines and resolves patient/clinician issues/problems, bringing concerns to team lead or manager as necessary

Reconciles billing and co-pays; refers payment and insurance problems to Billing Department

Keeps and maintains inventory of office or clinical supplies; maintains an orderly reception

Provides back-up support to other front desk staff and performs other related duties in support of efficient operations of the site

Collaborates with colleagues throughout the system to improve processes, workflow, outcomes, and patient experience

Qualifications

High school diploma or equivalent required; Associates' or Bachelor's degree in a clinical or business field preferred.

1-2 years in medical or healthcare office; knowledge of healthcare terminology, insurance authorization, and benefits.

Proficiency in healthcare terminology and billing practices, experience with obtaining authorization and benefits

Bilingual (highly preferred)