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Patient Service Liaison (2) - Hartford HealthCare Call Center

Requisition ID:


Business Unit:

Hartford HealthCare Medical Group


Hartford, CT

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Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Mon-Fri

Work where every moment matters. 
Every day, almost 30,000 Hartford HealthCare employees come to work with one thing in common: Pride in what we do, knowing every moment matters here.  We invite you to become part of Connecticut’s most comprehensive healthcare network. 
Hartford HealthCare Medical Group is one of the largest medical practices in New England with multiple locations throughout Connecticut and Rhode Island. We consist of a team of professionals ranging from Medical Assistants to Physician Assistants and everything in between.  Our physician led medical group enjoys an excellent reputation with patients and the medical community, offering primary care, urgent care and more than 30 different specialties.
With our new state of the art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety and Excellence.  At the Access Center, our Access Champions thrive in an environment focused on the patient and helping them choose the right clinician at the right place at the right time.  Here our Access Champions are focused on providing excellent customer service while having fun, working as a team and making every interaction matter. 
Become an Access Champion and join us on our journey to YES!

Patient Service Liaison (2)

Position hours vary between: 7AM – 8PM Monday through Friday.   

 Job Description:

The Hartford HealthCare Access Center is the central access point for scheduling which will provide timely, accurate, friendly, and clinically appropriate access to Medical Group and other ambulatory services. The primary role of the Patient Access Liaison 2 is to respond to incoming correspondence from patients, caregivers, healthcare providers, and beyond, in accordance with patient privacy and safety standards, with the primary goal of scheduling office visits and handling related inquiries. The Access Center is committed to meeting, exceeding and anticipating the needs of patients and team members will perform their duties with a high level of compassion and service to patients and internal customers.
Key Areas of Responsibility:

Delivers exceptional customer and brand experience. Handling incoming or making outbound communication with the intent of first-call resolution for appointment scheduling, canceling, rescheduling, patient registration and documentation across service line functions. Corresponds with clinical operations and/or providers as necessary.  Transfers calls as appropriate to clinical team members. Handles complaints and escalations.
Processes provider or patient referrals (fax, phone, EHR) for all scheduling functions, obtains prior authorization when needed. OR Handles incoming or outbound communication and scheduling functions for a specialty specific high priority scheduling initiative. 


6 months in PSL1 role or equivalent role required
2 years customer service experience preferred
Medical Field Preferred
Medical Terminology Training
Multilingual 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.

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