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Lead Patient Service Representative - Outpatient Rehab

Requisition ID:


Business Unit:

Hartford HealthCare Rehabilitation Network


Newington, CT

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Job Schedule: Full Time
Standard Hours: 40
Job Shift: Shift 1
Shift Details: Availability between 6am-7pm Monday through Thursday and 6am-5pm Fridays Expectation is to work until 7 pm at least 2 days per week

Work where every moment matters.

Every day, almost 20,000 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 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.


Position Overview

Monday – Friday. Must be open to hours between 6:00am-7:00pm Monday through Thursday and 6:00am-5:00pm Fridays.
Expectation is to work until 7 pm at least 2 days per week.

This position primarily supports HHRN sites in Cheshire, Prospect, Meriden, Wallingford and Cromwell.

The Lead Rehab Patient Service Representative serves as resource and mentor to Patient Service Representatives and provides guidance and coaching for improved performance. Provides training to new employees or for new tasks to existing employees. 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.

Requires understanding of Rehab procedures, and patient history requirements for Rehab procedures.

Travels between Rehab Outpatient sites regularly


  • High school diploma or equivalent required; Associates or Bachelor’s degree in a clinical or business field preferred
  • Minimum of 3 years experience in a similar patient service role
  • Secondary language preferred
  • Referral and Insurance verification experience preferred
  • Basic computer operating knowledge and basic math skills for handling monetary transactions required.
  • Medical office experience, advanced secretarial education, knowledge of medical terminology and third-party billing/reimbursement highly preferred


Knowledge, Skills and Ability Requirements 

  • Ability to adhere to HIPAA policies at all times.
  • Ability to provide excellent and efficient customer service.
  • Positive, customer-focused approach, with commitment to providing excellent patient care.
  • Proven ability to work effectively in a team environment.
  • Excellent written and verbal communication skills
  • Ability to adapt quickly in a fast-paced environment
  • Strong computer skills - solid working knowledge of Microsoft Office and EPIC software.
  • Knowledge of medical terminology and insurance requirements.



Critical Success Factors: Exemplary customer service skills. Excellent interpersonal written and verbal skills are required. Ability to work and handle a fast-paced diversified working environment. Requires effective organizational and interpersonal skills needed for anticipating and reacting to various needs of both patients and medical personnel. Ability to multi-task and address multiple priorities simultaneously.

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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