Patient Access Representative

Knoxville Hospital and Clinics strive to be your healthcare destination, building on compassion and innovation. We are committed to faithfully providing exceptional healthcare. The values we hold true are Teamwork, Innovation, Compassion, Integrity, Service, and People-Centered.

This is a Full‑Time position working Mon‑Fri 40 hours a week.

Under the general supervision of the Patient Access Manager, the Telephone Operator – Registration Clerk is responsible for promptly answering and directing telephone calls in a customer-friendly manner, floating to Registration when needed and performing registration, pre‑admission and admission functions for all types of patients.

• Answer all incoming calls promptly, consistent with defined operational procedures.
• Ensure that all calls are properly directed to the appropriate person, consistent with defined operational procedures.
• Log any phone related issues in a spreadsheet and periodically share findings with the department leader and, others, as requested.
• Coordinate telephone activities between the hospital, clinic and various ancillary departments using various means of communication (Skype, Cerner, etc.) to ensure the highest level of service is provided.
• Has initial contact with the patient and is responsible for providing a comprehensive, coordinated and seamless service to patients.
• Assists the patient through the registration process.
• Obtains current and accurate demographic and insurance information.
• Validates the status of insurance and determines the amount to be covered by private carrier.
• Makes appropriate referrals to assist the uninsured population.
• Collects required fees and co‑pays.
• Verifies participation in managed care programs as well as authorization for hospital service with primary care provider.
• Obtaining proper signatures and process patient changes, including discharges, insuring that all signatures, billing forms, and information are on file prior to patients’ release.
• Prepares patient receipts and balances cash drawer.
• Performs telephone duties as required and routes calls to appropriate staff.
• Maintains an overall understanding of hospital functions and escort patients and public to the proper destination.
• Other duties may be assigned as needed.

• Possess an upbeat attitude with a warm and friendly demeanor.
• The ability to maintain composure in pressure situations.
• Must be results-oriented, technically strong with good interpersonal skills, able to listen and follow directions accurately, work independently with minimal supervision, possess good oral and written communication skills in English, be able to multitask and have proven organization skills.
• Demonstrated proficiency in the use of a PC and other general office equipment.
• Knowledge of MS Office software, including WORD, EXCEL, and OUTLOOK.
• Required to complete all annual competency training and maintain license and/or certification.

This is a Full‑time position and is eligible for benefits for medical, dental, vision, flexible spending accounts, retirement plan with company match of up to 6%, accrued hours for vacation and sick time, paid holidays, and company benefits for employee life, employee AD&D, short term and long-term disability.

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