What are the responsibilities and job description for the Patient Service Representative - Rehab (Outpatient) position at Backus Hospital?
Location Detail: 42 Town Street Norwich (10343)
Be the Best at Getting Better. Join over 40,000 Hartford HealthCare colleagues who make a difference every day.
Join Our Team as a Patient Service Representative – Transform Lives
Hartford HealthCare Rehabilitation Network is the premier rehabilitation provider in Connecticut. We provide rehabilitation services across the continuum - acute care hospitals, long term care facilities, sub-acute rehabilitation, homecare, outpatient centers, and in community settings such as senior centers, work sites, and schools and colleges. We offer over 30 outpatient locations with a variety of specialists, including oncology, women’s health, sports medicine, physical therapy, occupational therapy and speech language, we are known for our commitment to high quality, customer focused outcomes.
What We Offer
- Career growth and movement opportunities within our network
- On-going education and training
- Robust Benefits Package
- Wellness Programs
- Employee Discount Programs
- Supportive culture
Awards & Recognition
- Rewarding Compensation
401K with company match
Position Summary
As a Patient Service Representative, you are the welcoming face and essential hub of our outpatient rehabilitation office. You will play a key role in ensuring each patient’s experience is smooth, positive, and well‑coordinated—from the moment they walk through the door to the completion of their visit.
This position combines customer service, administrative coordination, and front‑desk operations to support both patients and clinical staff. Your work helps keep our offices running efficiently and ensures patients receive the care and attention they deserve.
Job responsibilities:
- Warmly greet and register patients, accurately completing all necessary forms and insurance verifications.
- Answer and triage incoming calls, prioritizing needs and directing patients appropriately.
- Provide clear, helpful information to new patients regarding appointment preparation, required documentation, and office procedures.
- Collect co‑payments and office charges, and effectively communicate billing and payment policies.
- Schedule new and follow‑up appointments, including specialty visits and pre‑certification needs.
- Use the electronic medical record (EMR) to update patient demographics, coordinate referrals, and process patient charges.
- Troubleshoot patient or clinician concerns and escalate when needed.
- Support accurate billing workflows and assist with resolving insurance or payment issues.
- Maintain a clean, organized reception area and manage supplies for office or clinical needs.
- Collaborate with team members across the system to enhance workflows, improve patient experience, and contribute to a culture of operational excellence.
- Provide backup support to fellow front-desk staff to ensure smooth daily operations.
Qualifications
High school diploma or equivalent required; Associates' or Bachelor’s degree in a clinical or business field prefer
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).
We take great care of careers.
With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment.