Patient Service Representative

About the role

As the friendly and helpful face of Tennessee Orthopaedic Alliance (TOA), the Patient Service Representative is generally the first person who interacts with our patients and their families. You will set the tone for a great patient visit by professionally and compassionately attending to patients as they arrive for their appointment.

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 driver’s licenses
• Enter referrals into the computer and link them to the appropriate case
• Collect copayments, coinsurances, deductibles, and balances
• Prepare daily clinics for upcoming appointments and print related documents
• Create a record of the appointment (an encounter) and print it
• Ensure all documentation is entered accurately and swiftly
• Schedule follow-up appointments as necessary

Requirements

• Focused on Patient Satisfaction: Responds promptly and empathetically to meet patient needs; seeks opportunities to exceed expectations; manages difficult or emotional customer situations with poise and professionalism.
• Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; contributes to a positive team spirit; builds morale and supports everyone’s efforts to succeed.
• Written Communication: Adept at 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 seeks clarification; responds appropriately to questions.
• Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information; develops alternative solutions; uses reason even in emotional situations.
• Productivity: Meets or exceeds organizational productivity standards; completes work in a timely manner; strives to increase productivity; demonstrates accuracy and thoroughness.
• Technology: Demonstrated proficiency with Microsoft Office programs (Excel, Word, Outlook); experience with EHR is helpful, and NextGen is preferred.
• Attendance/Punctuality: Consistently arrives to work, meetings, and appointments ready and on time; ensures work responsibilities are covered when absent.

Qualifications

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

Work Environment

The TOA team fosters an excellent working environment focused on positivity, collaboration, job satisfaction, and engagement. Patient Service Representatives may be assigned to work at the front desk of one of TOA’s clinics and may be required to participate as a “Greeter,” sitting or standing at the front of the clinic to direct patients. The clinic experiences high patient volume, resulting in a fast-paced environment with associated stressors. The noise level is moderate to loud due to staff checking in patients and answering questions in close proximity.

Benefits

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