Customer Service Operator

About the role

Tennessee Oncology, one of the nation’s largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established in 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: to provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. The Communications Operator/Patient Service Representative provides total medical office support by functioning as the primary resource for answering multiple incoming telephone lines, connecting callers to the appropriate office personnel, and routing messages as needed. This position also performs job responsibilities included in the check-in and medical records office functions.

Responsibilities

• Answers all incoming calls in a prompt, courteous, and professional manner
• Routes calls and messages appropriately, offering voice mail, paging, or redirection of calls as needed
• Follows standard operating procedures (SOPs) for obtaining pertinent information depending on nature of call
• Presents a personable, resourceful approach to problem solving, as well as support and help to all callers
• Greets patients/visitors and provides assistance as appropriate
• Conducts patient check-in and check-out
• Obtains pre-patient registration, demographic, and insurance information
• Collects co-payments at time of service and manages daily cash receipts
• Schedules new and return patient appointments, tests, and admissions
• Pre-certifies all diagnostic tests, procedures, and admissions as required by insurance
• Preps the EMR electronic chart or paper chart for review by Registrars and Clinical Staff
• Obtains necessary records prior to patient's appointment
• Monitors and routes inbound and outbound faxes
• Opens and distributes mail as required
• Electronically scans appropriate patient-related records into the EMR
• Distributes outbound correspondence or copies of records as necessary
• Demonstrates excellent customer service
• Responds promptly to patient, physician, and clinical requests

Requirements

• High School Diploma or Equivalent
• Must be highly proficient in Microsoft Word, Outlook, Excel, and PowerPoint
• Experience in the operation of multiple telephone lines/switchboard/console
• Knowledge of medical terminology
• Ability to use multi-line phone system, including transferring calls and paging
• Ability to communicate clearly and professionally to callers and patients
• Ability to remain calm and defuse irate callers and patients by working with them to identify concerns and properly direct calls
• Ability to maintain confidentiality and exercise independent discretion and judgment
• Ability to multi-task; enjoy fast-paced office with constantly changing demands while maintaining a positive attitude