Patient Access Representative

Toa; Clarksville (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

TOA is hiring a Patient Access Representative to serve as the front-line advocate for patients, guiding them to the right physician, location, and service. The role emphasizes empathetic communication, accurate data collection, and coordinating appointments through NextGen.

You will collaborate with multiple clinics and teams to ensure a seamless patient experience. The position requires strong organizational skills, attention to detail, and proficiency with Microsoft Office applications.

Qualifications

• Customer service focus and empathetic communication.
• Strong organizational skills and attention to detail.
• Familiarity with EMR systems like NextGen is preferred.
• Ability to handle high call volumes and multitask effectively.

Responsibilities

• Answer inbound calls from new and existing patients.
• Obtain patient demographics and insurance information.
• Schedule appointments through NextGen and coordinate with providers.
• Review referrals and manage time-sensitive communications.
• Deescalate conflicts and provide creative resolutions as needed.
• Collaborate with clinic teams to ensure smooth patient flow.

Skills

Customer service

Active listening

Multitasking

Scheduling

EMR experience

Microsoft Word/Excel

Education

High school diploma

College degree preferred

Tools

NextGen EMR

Excel

Word

Job description

Join our rapidly expanding TEAM as we continue to grow and celebrate 100 years of serving our Communities!

The TOA 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.

• Answer inbound calls from new and existing patients
• Obtain patient demographics and insurance information
• Listen actively to patient medical history such as surgical history, previous or current injuries, and recent imaging history
• Dissect pertinent details such as patient address, availability, and specialty required in order 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 physician availability
• Review online appointment requests and schedule those appointments
• Handle inbound referrals for your designated physician(s)
• Respond effectively to time sensitive email communication
• Deescalate conflict independently with disgruntled patients
• Other duties as assigned

Requirements

• You have the drive to provide excellent customer service and execute that on a daily basis
• It comes natural for you to maintain a professional and empathetic tone while conducting phone calls- even when call volumes are high and you’re multi-tasking
• 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

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

Travel Required

Yes . Must be wiling to travel to Brentwood for initial training onsite

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.