Patient Access Representative

Tennessee Orthopaedic Alliance; Smyrna (TN); On-site; USD 36,000 - 48,000; Full time

Job summary

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with over 35 locations. The Patient Access Representative is the first point of contact for patients, providing top-tier customer service and guiding patients through TOA physicians, locations, and services to connect them with the right care.

The role emphasizes empathy, organization, and teamwork. Applicants should be adept at handling phone calls, data entry, and scheduling, with prior EMR experience

Qualifications

• Provide excellent customer service to patients and families.
• Accurately obtain patient demographics and insurance information.
• Listen to medical history and schedule needs to place patients with appropriate providers.

Responsibilities

• Answer inbound calls from patients and schedule appointments.
• Obtain patient demographics and insurance information.
• Document medical history and appointment details accurately.
• Schedule appointments through NextGen and coordinate with physicians.
• Respond to emails and deescalate conflicts professionally.
• Collaborate with TOA staff across locations.

Skills

Customer service

Phone etiquette

Communication

Multitasking

Education

High school diploma

College degree preferred

Tools

NextGen EMR

MS Office

Job description

Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with more than 35 locations across the state. Our commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and Accountability guides how we work and how we care for our patients and communities.

Who we are defines how we care:

• Culture: A shared commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and taking accountability for our own actions with the belief that every one of us makes a difference.
• Patient Access: Setting the standard for orthopedic care in Tennessee with access to over 35 locations across the state, including Ambulatory Surgery Centers.
• Patient Experience: Building strong and authentic relationships with our patients and communities by unifying through consistent collaboration to deliver exceptional patient experiences.
• Financial Stewardship: Using sound judgement to make responsible financial decisions; minimizing waste and maximizing value.

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.

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.