Patient Service Representative

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, specializing in the diagnosis and treatment of musculoskeletal disorders and injuries. With over 90 years of service, TOA operates 20+ locations across the state, fostering stability, impactful community relationships, and a positive work environment.

About the Role

The Patient Service Representative is the friendly and helpful face of TOA, typically the first person to interact with patients and their families. This role sets the tone for a great patient visit by professionally and compassionately attending to patients upon arrival.

Responsibilities

• Demonstrate exceptional customer service and patient focus to ensure each encounter is positive.
• Work closely with clinical and administrative teammates to develop a cohesive, high-performing team.
• Verify patient demographic information upon arrival and update or change insurance information as needed.
• Scan insurance cards and driver’s licenses.
• Enter referrals into the computer and link them to the appropriate case.
• Collect copayments, coinsurances, deductibles, and balances.
• Prepare daily clinics by organizing upcoming appointments and printing related documents.
• Create a record of the appointment (encounter) and print necessary documents.
• Ensure all documentation is entered accurately and swiftly.
• Schedule follow-up appointments as necessary.

Requirements

• Focused on Patient Satisfaction: Respond promptly and empathetically to patient needs; exceed expectations; manage difficult or emotional situations with poise and professionalism.
• Teamwork: Balance team and individual responsibilities; contribute to a positive team spirit; assist others and ask for help when needed.
• Written Communication: Read and interpret written information; write clearly and informatively; edit for spelling and grammar; adapt writing style to audience needs.
• Exceptional Communication: Speak clearly and professionally; actively listen and seek clarification; respond appropriately to questions.
• Problem Solving: Identify and resolve problems in a timely manner; gather and analyze information; develop alternative solutions; use reason in emotional situations.
• Productivity: Meet or exceed organizational productivity standards; complete work accurately and thoroughly; apply feedback to improve performance.
• Technology: Proficient with Microsoft Office (Excel, Word, Outlook); experience with EHR is helpful, NextGen preferred.
• Attendance/Punctuality: Arrive on time and ready for work, meetings, and appointments; ensure responsibilities are covered when absent.

Qualifications

• High School Diploma required; Bachelor’s Degree preferred.
• Previous experience in a healthcare clinic/office or customer service role is preferred but not required.

Work Environment

Patient Service Representatives may work at the front desk of one of TOA’s clinics or as a "Greeter," directing patients while sitting or standing. The environment is fast-paced with high patient volume, moderate to loud noise levels, and associated stressors.

Benefits

• Comprehensive suite of benefits, including Medical and Dental coverage.
• Paid Time Off (PTO).
• 401(k) plan with company match, safe harbor match, and profit-sharing match.