Patient Service Representative

Description

Tennessee Orthopaedic Alliance is the largest orthopaedic surgery group in Tennessee. TOA concentrates on the diagnosis and treatment of disorders and injuries of the musculoskeletal system, allowing patients to live their best life. Ninety plus years later we are advancing the practice of orthopaedic surgery throughout the state.

Full-time

• Stability - TOA has been in Middle Tennessee since 1926 and has expanded to over 20 locations across the state.
• Impact - TOA’s team members use their careers – whether in clinics or business office – to make a positive difference in the community by building relationships and helping patients live their best life.
• Work Environment - The TOA team focuses on fostering an excellent working environment based on positivity, collaboration, job satisfaction, and engagement.
• Total Rewards - TOA offers a comprehensive suite of benefits, including Medical, Dental, Paid Time Off, and more. Our 401(k) plan provides a company match, safe harbor match and profit‑sharing match to accompany your contributions.

The Patient Service Representative is the friendly and helpful face of TOA – generally the first person who interacts with our patients and their families. The representative sets the tone for a great patient visit by professionally and compassionately attending to patients as they arrive for their appointment at TOA.

• 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 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 encounter and print.
• Ensure that all documentation is entered accurately and swiftly.
• Schedule follow‑up appointments as necessary.

• Focused on Patient Satisfaction:
  Respond promptly and empathetically to meet patient needs, exceed expectations, and manage difficult situations with poise and professionalism.
• Teamwork:
  Balance team and individual responsibilities; exhibit objectivity and openness; give and welcome feedback; contribute to building a positive team spirit; support others; ask for help when needed.
• Excellent Communication:
  Speak clearly and professionally, actively listen, and respond appropriately to questions; write clearly and informatively; edit work for spelling and grammar; vary writing style to meet audience needs.
• Problem Solving:
  Identify and resolve problems in a timely manner; gather and analyze information; develop alternative solutions when appropriate; use reason even when dealing with emotional situations.
• Productivity:
  Meet or exceed organizational productivity standards; complete work promptly; strive for increased productivity; work quickly and precisely; demonstrate accuracy and thoroughness; apply feedback to improve performance; monitor own work for quality.
• Technology:
  Demonstrated proficiency with Microsoft Office (Excel, Word, Outlook); proficiency with EHR helpful;
  Next Gen preferred.
• Attendance/Punctuality:
  Consistently arrive to work, meetings and appointments ready and on time; ensure responsibilities are covered when absent.
• Experience:
  
  Prior experience in a healthcare clinic/office environment or customer service role preferred (but not required).
• Education:
  
  High School Diploma required;
  Bachelor’s Degree preferred.

The TOA team focuses on fostering an excellent working environment based on positivity, collaboration, job satisfaction, and engagement. Patient Service Representatives may be assigned to work in one of TOA’s clinics at the front desk and may be required to serve as a “Greeter” – sitting or standing at the front of the clinic to direct patients to their destination. The clinic experiences high patient volume and therefore has associated stressors that come with a fast‑paced environment.

The noise level is moderate to loud with staff members checking in patients and answering questions in close proximity to each other.

TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offers.