Patient Care Liaison

Tennessee Orthopaedic Alliance; Knoxville (TN); On-site; USD 34,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Paid Time Off

401(k) with company match and profit‑n

Job summary

Tennessee Orthopaedic Alliance in Knoxville is seeking a Customer Service professional to connect patients with the right care across TOA locations. You will answer inbound calls, process referrals, collect demographics and insurance information, and schedule appointments.

The ideal candidate is organized, empathetic, and detail-oriented, with strong typing and computer skills. Previous EMR experience (NextGen or similar) is preferred, and a high school diploma or GED is required.

Qualifications

• Provide excellent customer service to patients and callers.
• Maintain professional, empathetic tone on calls.
• Be highly organized and detail-oriented.
• Proficient typing and computer skills.
• Collaborate across TOA clinics and roles.
• Experience with EMR systems such as NextGen preferred.
• High school diploma or GED required.

Responsibilities

• Answer inbound calls from new and existing patients.
• Handle referrals via fax, email, and MedChat.
• Obtain patient demographics and insurance information.
• Listen to patient medical history and imaging history.
• Schedule appointments through Radix/NextGen.
• Navigate multiple systems to document information and find provider availability.
• Review online appointment requests and schedule those appointments.
• Reschedule appointments for provider schedule changes.
• Respond to time-sensitive emails and follow up as needed.
• Deescalate conflicts with disgruntled patients.
• Other duties as assigned.

Skills

Customer service

Organized

Typing

Teamwork

Multi-tasking

Communication

Education

High school diploma or GED

Tools

NextGen EMR

Job description

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 which allow our patients to live their best life. Ninety plus years later we are advancing the practice of orthopaedic surgery throughout the state.

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 which allow our patients to live their best life. Ninety plus years later we are advancing the practice of orthopaedic surgery throughout the state.

There are a number of reasons why TOA is an employer of choice; here are a few of them:

• 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 our careers - whether in our clinics or our 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; one of 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 go along with your contributions.

This role provides patients with top notch customer service and understands TOA providers, 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
• Handle inbound referrals via fax, Order Facilitator, email and MedChat
• Obtain patient demographics and insurance information
• Listen actively to patient medical history such as surgical history, previous or current injuries, and recent imaging history
• Obtain pertinent details required in order to find the most convenient and effective appointment for the patient
• Schedule patient appointments through Radix/NextGen
• Use critical thinking and problem solving 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
• Reschedule appointments for provider schedule changes
• Respond effectively to time sensitive email communication and follow up as needed
• Deescalate conflict independently with disgruntled patients
• Other duties as assigned

Requirements

• You have the drive to provide excellent customer service and execute that daily
• 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’re very organized and pay close attention to detail
• Proficient typing and computer skills
• 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
• Previous experience working with an EMR, such as NextGen (or similar documentation systems) is preferred
• High school degree/GED is required

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.