Patient Service Representative

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

Benefits offered by this job

Medical

Dental

Paid Time Off

401(k)

Job summary

Tennessee Orthopaedic Alliance is a leading orthopaedic surgery group in Tennessee with clinics across the state. We seek a Patient Service Representative to greet patients, verify demographics, collect payments, and support clinical teams at the front desk.

Ideal candidates have strong communication skills, patience, and a background in healthcare or customer service. This role offers a stable environment with comprehensive benefits and opportunities to grow within TOA.

Qualifications

• Focused on Patient Satisfaction: Responds promptly and empathetically to meet patient needs.
• Teamwork: collaborates with colleagues to build a high-performing team.
• Exceptional communication: speaks clearly and professionally; actively listens.
• Problem solving: identifies and resolves problems timely.
• Productivity: meets productivity standards; completes work accurately and on time.
• Technology: proficient with Microsoft Office; EHR experience helpful; NextGen preferred.
• Attendance/Punctuality: arrives on time; ensures responsibilities are covered.
• Experience: healthcare clinic/office or customer service experience preferred.
• Education: High School Diploma required; Bachelor's degree preferred.

Responsibilities

• Demonstrate exceptional customer service and patient focus to make each encounter as positive as possible.
• Work closely with clinical colleagues and administrative teammates to develop a cohesive, high performing team.
• Verify patient demographic information upon arrival.
• Update and change insurance information as appropriate.
• Scan insurance cards and drivers licenses.
• Enter referrals into the computer and link it to the appropriate case.
• Collect copayments, coinsurances, deductibles, and balances.
• Prep daily clinics for upcoming appointments and print related documents.
• Create a record of the appointment, or an encounter and print.
• Ensure that all documentation is entered accurately and swiftly.
• Schedule follow-up appointments as necessary.

Skills

Patient service

Teamwork

Communication

Problem solving

Productivity

Attendance

Healthcare clinic experience

Education

High School Diploma

Bachelor's degree preferred

Tools

MS Office

EHR (NextGen) experience

Job 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.

• 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.

The Patient Service Representative Is The Friendly And Helpful Face Of TOA - Generally, The First Person Who Interacts With Our Patients And Their Families. The Patient Service Representative Sets The Tone For a Great Patient Visit By Professionally And Compassionately Attending To The Patients As They Arrive For Their Appointment At TOA:

• Demonstrate exceptional customer service and patient focus to make each encounter as positive as possible
• Work closely with clinical colleagues and administrative teammates to develop a cohesive, high performing team
• Verify patient demographic information upon arrival
• Update and change insurance information as appropriate
• Scan insurance cards and drivers licenses
• Enter referrals into the computer and link it to the appropriate case
• Collect copayments, coinsurances, deductibles, and balances
• Prep daily clinics for upcoming appointments and print related documents
• Create a record of the appointment, or an encounter and print
• Ensure that all documentation is entered accurately and swiftly
• Schedule follow-up appointments as necessary

Requirements

Here are some of the qualifications our successful candidates possess:

• Focused on Patient Satisfaction: Responds in a prompt and empathetic manner to meet patient needs; Seeks opportunity to exceed patient needs and expectations; Meets commitments; Provides positive memorable patient experiences; Manages difficult or emotional customer situations with poise and professionalism.
• Teamwork: Balances team and individual responsibilities; Exhibits objectivity and openness to the views of others; Gives and welcomes feedback; Contributes to building a positive team spirit, putting the success of team above own interests; Builds morale and supports everyone's efforts to succeed; Regularly assists others; Asks for help when needed. Written Communication: Adept in reading and interpreting written information; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet audience needs.
• Exceptional Communication: Speaks clearly and professionally in all situations; Actively listens and gets clarification when necessary; Responds appropriately to questions. Adept in reading and interpreting written information; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet audience needs.
• Problem Solving: Identifies and resolves problems in a timely manner; Skillfully gathers and analyzes information; Develops alternative solutions when appropriate; Uses reason even when dealing with emotional situations.
• Productivity: Meets or exceeds organizational productivity standards either qualitative or quantitative; Completes work in a timely manner; Strives to increase productivity; Works quickly and precisely; Demonstrates accuracy and thoroughness; Applies feedback to improve performance; Monitors own work to ensure quality.
• Technology: Demonstrated proficiency with Microsoft Office programs such as Excel, Word, and Outlook. Demonstrated proficiency with EHR is helpful, and NextGen preferred.
• Attendance/Punctuality: Consistently arrives to work, meetings and appointments ready and on time; Ensures work responsibilities are covered when absent.
• Experience: Previous successful experience in a healthcare clinic/office environment or customer service role preferred, but not required
• Education: High School Diploma required; Bachelor's Degree preferred

Work Environment

The TOA team focuses on fostering an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement. Patient Service Representatives may be assigned to work in one of TOA's clinics at the front desk and may be required to participate as a "Greeter" sitting or standing at the front of the clinic to direct patients to their destination. The clinic experiences high patient volume and as a result has associated stressors that come along with a fast-paced environment. The noise level in the work environment is moderate to loud with other staff members checking in patients and answering questions in close proximity to each other.

TOA is an equal opportunity employer. TOA conducts drug screens and background checks on applicants who accept employment offer

Behaviors

Preferred

• Team Player: Works well as a member of a group

Motivations

Preferred

• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

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.