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, impact, and a positive work environment.

About the role

The Patient Service Representative is the friendly and helpful face of TOA, often 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 positive encounters.
• Work closely with clinical and administrative teammates to foster a cohesive, high-performing team.
• Verify and update patient demographic and insurance information.
• Scan insurance cards and driver’s licenses.
• Enter and link referrals to the appropriate case in the computer system.
• Collect copayments, coinsurances, deductibles, and balances.
• Prepare daily clinics by organizing upcoming appointments and printing related documents.
• Create and print appointment records (encounters).
• 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 situations with poise and professionalism.
• Teamwork: Balance individual and team responsibilities; contribute to a positive team spirit; support colleagues; ask for help when needed.
• Written Communication: Read and interpret written information; write clearly and informatively; edit for grammar and spelling; adapt writing style to audience.
• 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 on time; apply feedback to improve performance.
• Technology: Proficient with Microsoft Office (Excel, Word, Outlook); experience with EHR systems, preferably NextGen.
• Attendance/Punctuality: Arrive on time and ready for work; ensure responsibilities are covered during absences.

Qualifications

• High School Diploma required; Bachelor’s Degree preferred.
• Previous experience in a healthcare clinic, office environment, 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 seated or standing. The environment is fast-paced with high patient volume, moderate to loud noise levels, and associated stressors.

Benefits

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