Patient Service Representative

About the role

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with more than 35 locations across the state. Our commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and Accountability guides how we work and how we care for our patients and communities. Who We Are Defines How We Care Culture: A shared commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and taking accountability for our own actions with the belief that every one of us makes a difference. Patient Access: Setting the standard for orthopedic care in Tennessee with access to over 35 locations across the state, including Ambulatory Surgery Centers. Patient Experience: Building strong and authentic relationships with our patients and communities by unifying through consistent collaboration to deliver exceptional patient experiences. Financial Stewardship: Using sound judgement to make responsible financial decisions; minimizing waste and maximizing value.

Responsibilities

• Demonstrate exceptional customer service and patient focus to make each encounter as positive as possible
• Work closely with clinical colleagues and administrative teammates to develop a cohesive, high performing team
• Verify patient demographic information upon arrival
• Update and change insurance information as appropriate
• Scan insurance cards and drivers licenses
• Enter referrals into the computer and link it to the appropriate case
• Collect copayments, coinsurances, deductibles, and balances
• Prep daily clinics for upcoming appointments and print related documents
• Create a record of the appointment, or an encounter and print
• Ensure that all documentation is entered accurately and swiftly
• Schedule follow-up appointments as necessary
• May be assigned to work at the front desk and act as a “Greeter” sitting or standing at the front of the clinic to direct patients to their destination
• Work in a high‑volume clinic environment with moderate to loud noise levels

Requirements

• Focused on Patient Satisfaction: Responds in a prompt and empathetic manner to meet patient needs; Seeks opportunity to exceed patient needs and expectations; Meets commitments; Provides positive memorable patient experiences; Manages difficult or emotional customer situations with poise and professionalism.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to the views of others; Gives and welcomes feedback; Contributes to building a positive team spirit, putting the success of team above own interests; Builds morale and supports everyone's efforts to succeed; Regularly assists others; Asks for help when needed.
• Written Communication: Adept in reading and interpreting written information; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet audience needs.
• Exceptional Communication: Speaks clearly and professionally in all situations; Actively listens and gets clarification when necessary; Responds appropriately to questions.
• Problem Solving: Identifies and resolves problems in a timely manner; Skillfully gathers and analyzes information; Develops alternative solutions when appropriate; Uses reason even when dealing with emotional situations.
• Productivity: Meets or exceeds organizational productivity standards either qualitative or quantitative; Completes work in a timely manner; Strives to increase productivity; Works quickly and precisely; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Technology: Demonstrated proficiency with Microsoft Office programs such as Excel, Word, and Outlook. Demonstrated proficiency with EHR is helpful, and NextGen preferred.
• Attendance/Punctuality: Consistently arrives to work, meetings and appointments ready and on time; Ensures work responsibilities are covered when absent.
• Experience: Previous successful experience in a healthcare clinic/office environment or customer service role preferred but not required.
• Education: High School Diploma required; Bachelor's Degree preferred.