Therapy Patient Access Representative

About the role

The TOA Therapy Patient Access Representative is our patients' biggest advocate. This role provides patients with top-notch customer service and understands TOA physicians, locations, and services inside and out to ensure our patients are getting connected to the best care possible for each unique situation.

Responsibilities

• Receive and manage therapy orders via the Nextgen “Task Basket”.
• Contact patients to schedule therapy appointments.
• Answer inbound calls from new and existing patients.
• Review in Nextgen and confirm patient demographics and insurance information.
• Dissect pertinent details such as patient address and availability to find the most convenient and effective appointment for the patient.
• Schedule patient appointments through NextGen.
• Use critical thinking and your expertise within TOA guidelines to arrive at solutions for patients—even if that means finding a creative resolution.
• Maneuver between multiple screens and multiple systems when documenting information and searching for therapist availability.
• Review online appointment requests and schedule those appointments.
• Handle inbound referrals for your designated physician(s).
• Reschedule cancellations.
• Respond effectively to time-sensitive email communication.
• Other duties as assigned.

Requirements

• You have the drive to provide excellent customer service and execute that on a daily basis.
• It comes naturally for you to maintain a professional and empathetic tone while conducting phone calls—even when call volumes are high and you're multitasking.
• You enjoy corresponding over the phone.
• You're very organized and pay close attention to detail.
• Working with computers comes easy to you—you know the basics of Microsoft programs such as Excel, Word, and Office.
• You enjoy being a part of a team that works collaboratively to achieve goals.
• You successfully work across boundaries, including other TOA roles and clinics.
• Knowledge of patient appointment scheduling is a plus.
• Previous experience working with an EMR, such as NextGen (or similar documentation systems) is preferred.
• High school degree is required; a college degree is preferred.