Patient Service Liaison – Hartford HealthCare Call center

Hartford Healthcare

Primary Location

: Connecticut-Hartford-100 Pearl Street Hartford (10484)


: Administrative


: Hartford HealthCare Medical Group

Job Posting

: Jan 3, 2024 

Patient Service Liaison – Hartford HealthCare Call center – (23166612) 


Work where every moment matters.

Every day, over 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 state-of-the-art Access Center, we are creating a culture of “YES”. A culture rooted in our values of Caring, Integrity, Safety, Excellence, and Equity. 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. We 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!

Job Description: 

The Hartford HealthCare centralized call center supports patients in their scheduling needs via inbound calls with the ability to grow into supporting outbound patient engagement. 

The primary role of the Patient Service Liaison is to engage in incoming or outbound calls. We strive for first-call resolution for appointment scheduling, canceling, rescheduling, patient registration and documentation in accordance with patient privacy and safety standards. The successful candidate will take an average of 50-70 calls per day in a typical 8-hour day. Each call can be monitored and will be used for quality and grading purposes. The Access Center is committed to meeting, exceeding and anticipating the needs of patients and team members and will perform their duties with a high level of compassion and service to patients and internal customers.


Qualifications – External

  • 1 Year Customer Service Experience required.
  • High school diploma/GED equivalent OR a minimum of 2 years customer service experience preferred.
  • Typing, basic computer proficiency
  • Strong customer service skills
  • Excellent written and communication skills
  • Critical thinking and multi-tasking skills
  • Ability to collaborate and work effectively within a team environment
  • EPIC experience preferred 
  • Experience in the medical field preferred.
  • Medical Terminology Training
  • Multilingual preferred

Essential Job Information: 

5 weeks of in classroom training onsite, with the possibility of working remotely once performance standards and probationary period are met. 

Career ladder opportunities for our Patient Service Liaison 1 to a Patient Service Liaison 2 and Patient Service Liaison 3 

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.


Standard Hours Per Week: 40

Schedule: Full-time (40 hours)

Shift Details: Mon-Fri

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