Customer Service Operator

Tennessee Oncology•Nashville, TN

12d•Onsite

About The Position

Tennessee Oncology, one of the nation’s largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege. We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve. The Communications Operator/ Patient Service Representative provides total medical office support by functioning as the primary resource for answering multiple incoming telephone lines, connecting callers to the appropriate office personnel and routing messages as needed. This position will also perform job responsibilities included in the check-in and medical records office functions.

Requirements

Knowledge of medical terminology.
Ability to use multi-line phone system, including transferring calls and paging.
Ability to communicate clearly and professionally to callers and patients
Ability to remain calm and defuse irate callers and patient by working with them to identify concerns and properly direct calls.
Ability to maintain confidentiality and exercise independent discretion and judgment.
Ability to multi-task; enjoy fast-paced office with constantly changing demands while maintaining a positive attitude.
High School Diploma or Equivalent.
Must be highly proficient in Microsoft Word, Outlook, and Excel, PowerPoint.
Experience in the operation of multiple telephone lines/switchboard/console.

Responsibilities

Answers all incoming calls in a prompt, courteous and professional manner.
Routes calls and messages appropriately, offering voice mail, paging or redirection of calls as needed.
Follows standard operating procedures (SOPs) for obtaining pertinent information depending on nature of call.
Presents a personable, resourceful approach to problem solving, as well as support and help to all callers.
Greets patients/visitors and provides assistance as appropriate.
Conducts patient check-in and check-out.
Obtains pre-patient registration, demographic and insurance information.
Collects co-payments at time of service and manages daily cash receipts.
Schedules new and return patient appointments, tests and admissions.
Pre-certifies all diagnostic tests, procedures and admissions as required by the insurance as required.
Preps the EMR electronic chart or paper chart for review by Registrars and Clinical Staff.
Obtains necessary records prior to patient's appointment.
Monitors and routes inbound and outbound faxes.
Opens and distributes mail as required.
Electronically scans appropriate patient related records into the EMR.
Distributes outbound correspondence or copies of records as necessary.
Demonstrates excellent customer service.
Responds promptly to patient, physician and clinical requests.