Patient Service Representative

Southern Orthocare; Morristown (TN); On-site; USD 32,000 - 42,000; Full time

Job summary

Southern Orthocare seeks a Patient Service Representative to be the front-line contact for patients, referral sources and physician offices in Morristown, TN. You will deliver exceptional service with a friendly, professional demeanor and accurate intake, scheduling and documentation.

The role requires strong multi-tasking, attention to detail and a genuine care for people, with experience in DME or orthotics-related fields preferred.

Qualifications

• Minimum qualifications include leadership to inspire staff and a patient‑centric service attitude.
• Strong organizational skills and meticulous attention to detail are required for accurate record keeping.
• Excellent multi‑tasking and a professional demeanor in phone and in‑person interactions.
• Flexibility and creativity to improve processes and better serve patients.
• Two years of experience in DME or Orthotics & Prosthetics is preferred but not required.
• Proficiency with word processing, Excel and basic internet/email is expected.

Responsibilities

• Front office management to ensure efficient patient flow and high service quality.
• Patient intake and care with accurate documentation and scheduling.
• Professional phone handling and timely message routing to team members.
• Scheduling within 24 hours of script receipt or product readiness.
• Submit pre-authorizations and manage compliance with Medicare regulations.

Skills

Patient service

Leadership

Organizational skills

Attention to detail

Multi-tasking

Professionalism

Flexibility

Creativity

DME/Orthotics experience

Computer skills (Word/Excel/Email)

Tools

Excel

OPIE EMR

Medical software

Job description

Description of Responsibilities

The Patient Service Representative serves as front line to all existing and potential patients, referral sources, physician offices and community stakeholders. This individual must deliver exceptional patient service through excellence, kindheartedness and responsiveness to needs of people - both on phone and in person. A smile and kind heart is a must in this role as it will endear people to Southern Orthocare. Also, must know and adhere to the Southern Orthocare process with near perfect accuracy and high degree of efficiency. This requires a great deal of multi-tasking and exceptional attention to detail. This individual is responsible for excellence in front office and patient relationship management.

Responsibilities of the Patient Service Representative include the following:

• 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.

Minimum 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. A positive, can-do attitude.
• Organizational skills sufficient to maintain consistently accurate records. Exceptional attention to detail. Incredible ability to multi-task and maintain a positive attitude.
• 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. Creative at seeking for better, more efficient ways of doing things.
• 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.

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• The employee is regularly required to stand, walk, and sit, as well as talk and hear, and lift and organize product.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus.