Patient Experience Concierge & Front Office Coordinator

Southern Orthocare, Inc.; Maryville (TN); On-site; USD 30,000 - 42,000; Full time

Job summary

Southern Orthocare, Inc. seeks a Patient Service Representative to be the friendly frontline for patients, referral sources, and physician offices. You will deliver exceptional service, manage front office flow, handle intake, scheduling, and ensure documentation is accurate and compliant.

The role emphasizes multitasking, attention to detail, and professional communication on phones and in person. Experience with DME or Orthotics is a plus, and proficiency with basic computer apps helps keep

Qualifications

• Ability to lead SORCA staff and inspire them to excellence in serving patients.
• Patient service attitude: genuine care of people and display of excellence and responsiveness to the needs of people – both phone and in person.
• Organizational skills sufficient to maintain consistently accurate records. Exceptional attention to detail.
• Highly professional and dedicated to excellence in all aspects of the business, and a genuine care for people, whether Patients, patients or referral sources.
• High degree of flexibility and comfort with innovation.
• Two years of experience with DME or Orthotics & Prosthetic business is preferably but not required.
• Computer skills that include word processing, excel, and efficient use of the internet and e-mail. Any medical software experience is a plus.

Responsibilities

• Front office management: Ensuring that the front office flows with great efficiency and that each patient feels heard, that their needs are met, and that they are delighted with our service.
• Patient intake and care. Over the top friendliness and genuine care for each patient Listening to needs to patients and letting them know that they are number one, and that- within scope of our ability -we will move heaven and earth to help them. Also - ensuring that they complete all required documentation at either intake or delivery.
• Phone management. Answering phone (and training team as such) with high degree of professionalism. If cannot help the caller, place them on hold and forward them to the appropriate team member. Also - check messages in the morning, mid-day, and evening.
• Scheduling. Scheduling patients within 24 hours of a script being received for evaluation, or within 24 hours of a product being ready for delivery. Also, calling patients for the next day appointments as a reminder when able to do so.
• Follow SORCA process and systems, with exceptional accuracy and efficiency. This includes: Checking eligibility for every single patient in Bonaflde for Medicare or on insurer web sites for others; Scanning all documentation into OPIE on same day documentation received and maintaining e-charts with complete compliance; Submit pre-authorizations when required.; Fax CS or SWO forms or request for medical records to prescribers when required and ensure that all documentation passes compliance according to Medicare regulations.
• Case management: working the "WIP" (Work In Progress) or open cases to ensure they move along efficiently and contacting appropriate stakeholder If we are late on delivery, call the patient, and if appropriate, the doctor's office. When a case stalls, identify exactly why, and remove the barrier or call the related individual to ensure it moves to the next level in the process immediately. This includes pursuing pre-auths, documentation from a provider, products ordered, practitioner notes, or a patient to schedule appointment.
• Inside sales. Basic knowledge of our products (i.e. bathroom safety equipment) and helping Patients find the right product that meets-their needs.

Skills

Patient service

Multitasking

Attention to detail

Professional communication

Phone etiquette

Leadership

Tools

Word processing

Excel

Job description

Southern Orthocare, Inc. seeks a Patient Service Representative to be the friendly frontline for patients, referral sources, and physician offices. You will deliver exceptional service, manage front office flow, handle intake, scheduling, and ensure documentation is accurate and compliant.

The role emphasizes multitasking, attention to detail, and professional communication on phones and in person. Experience with DME or Orthotics is a plus, and proficiency with basic computer apps helps keep