Patient Service Representative

Tennessee Orthopaedic Alliance; Nashville (TN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Paid Time Off

401(k) with company match

Job summary

Tennessee Orthopaedic Alliance is the leading orthopaedic surgery group in Tennessee. We seek a Patient Service Representative to greet patients, verify demographics and insurance, and support front-desk operations with a focus on accuracy and patient satisfaction.

The role collaborates with clinicians and administrative teams in a fast-paced clinic environment. Candidates should have a high school diploma; a bachelor’s degree is preferred, and familiarity with EHR systems is beneficial.

Qualifications

• Focus on patient satisfaction; respond promptly and empathetically to patient needs.
• Team-oriented; collaborate with clinicians and administrative staff.
• Clear and professional communication with patients and colleagues.
• Identify and resolve problems; think analytically under pressure.
• Maintain productivity standards; complete tasks accurately and timely.
• Proficient in Microsoft Office; comfortable with EHR systems.
• Punctual and dependable; reliable attendance.
• Prior healthcare clinic/office or customer service experience preferred.
• High school diploma required; bachelor’s degree preferred.

Responsibilities

• Deliver friendly, professional front-desk support to patients and families.
• Verify demographics and insurance information; scan and organize documents.
• Enter referrals and schedule follow-ups; collect copayments and balances.
• Coordinate with clinical staff to ensure smooth patient flow and clinic readiness.
• Maintain accurate records and patient encounter documentation; support a high-volume environment.

Skills

Patient-focused

Teamwork

Communication

Problem solving

Productivity

Technology proficiency

Attendance/Punctuality

Experience in healthcare/office

Education readiness

Education

High School Diploma

Bachelor’s Degree preferred

Tools

Microsoft Office

Electronic Health Records (EHR)

NextGen (preferred)

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.

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.

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 appropriat
• 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; De‑velops 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

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.