Patient Access Representative

Tennessee Orthopaedic Alliance; Hendersonville (TN); On-site; USD 32,000 - 46,000; Full time

Job summary

Tennessee Orthopaedic Alliance is seeking a Patient Access Representative to be the patients’ advocate, delivering top-notch customer service and guiding them to the best care. You will learn TOA physicians, locations, and services to connect patients with appropriate appointments.

Responsibilities include taking inbound calls, collecting demographics and insurance, scheduling via NextGen, and coordinating with multiple TOA clinics. A high school diploma is required; college degree is preferred.

Qualifications

• Provide excellent customer service and be courteous on calls.
• Maintain a professional, empathetic tone during busy periods.
• Be highly organized with attention to detail.
• Familiarity with scheduling and EMR systems a plus.
• Proficient with Microsoft Office applications.

Responsibilities

• Answer inbound calls from new and existing patients.
• Obtain patient demographics and insurance information.
• Listen to medical history and scheduling needs.
• Find convenient appointment times based on availability.
• Schedule appointments through NextGen.
• Manage documentation across multiple systems.
• Process inbound referrals and reschedule cancellations.
• Respond to time-sensitive emails and deescalate conflicts.
• Collaborate with TOA clinicians and clinics as needed.

Skills

Customer service

Phone etiquette

Organized

Attention to detail

Microsoft Office

Team player

Cross-functional collaboration

Appointment scheduling

EMR experience

NextGen EMR

Education

High school diploma

College degree preferred

Tools

NextGen EMR

Job description

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)
• Reschedule cancellations
• 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.

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.