Lead Patient Service Representative - Outpatient Rehab

Job Description - Lead Patient Service Representative - Outpatient Rehab (26160599)

Job Description

Primary Location

: Connecticut-New Britain-100 Grand Street New Britain (10126)

Job

: Other

Organization

: New Britain General

Job Posting

: Jul 22, 2026

Lead Patient Service Representative - Outpatient Rehab - (26160599)

Description

Work where every moment matters.

Every day, more than 40,000 Hartford HealthCare colleagues 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:

This position requires travel between our Rehab Outpatient sites in Bristol, New Britain and Plainville regularly.

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.

Responsibilities:

• Provides training to new employees or for new tasks to existing employees;
• Serves as resource to colleagues on issues/questions and provides guidance;
• Coaches for improved performance by providing appropriate feedback
• Provides coaching and training to Patient Service Representative Staff.
• Travels between Rehab Outpatient sites regularly
• Track metrics for sites and report out on key metrics during weekly huddle. May update dashboard as necessary.
• Meet one-on-one with Patient Service Representatives regularly
• Plan content/present for PSR newsletter and PSR meetings to educate PSRs on changing insurance processes.
• Provides support to Front desk/reception area and provides general administrative support
• Answers incoming calls promptly and professionally, evaluates priority, and directs calls appropriately according to urgency and subject matter
• Schedules new patient appointments accurately, and informs patients of essential preparation requirements prior to visit
• Reviews daily report of appointment confirmations to ensure accurate schedule and appropriate communications with patients
• Collects co-payments and office charges as needed and explains office payment billing policies to patients

Qualifications

• High school diploma or equivalent required
• Minimum of 3 years' experience as a Patient Service Representative or similar role
• Epic experience preferred.
• Strong working knowledge of insurance requirements
• Solid working knowledge of Microsoft Office software.
• Basic working knowledge of medical terminology.
• Ability to travel independently to satellite offices with or without advanced notice.

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.

Work Locations

:

100 Grand Street New Britain (10126)

100 Grand Street PO Box 100

New Britain 06050

Standard Hours Per Week: 40

Full-time (40 hours)

Shift Details: This position requires 2 evening shifts (10:30am-7pm) and 3 morning shifts (7am-3:30pm).