Patient Access Representative

Tennessee Orthopaedic Alliance

11d

About The Position

The TOA Patient Access Representative is our patients' biggest advocate. This role provides patients with top notch customer service and understands TOA physicians, locations, and services inside and out to ensure our patients are getting connected to the best care possible for each unique situation. Answer inbound calls from new and existing patients Obtain patient demographics and insurance information Listen actively to patient medical history such as surgical history, previous or current injuries, and recent imaging history Dissect pertinent details such as patient address, availability, and specialty required in order to find the most convenient and effective appointment for the patient Schedule patient appointments through NextGen Use critical thinking and your expertise within TOA guidelines to arrive at solutions for patients- even if that means finding a creative resolution Maneuver between multiple screens and multiple systems when documenting information and searching for physician availability Review online appointment requests and schedule those appointments Handle inbound referrals for your designated physician(s) Reschedule cancellations Respond effectively to time sensitive email communication Deescalate conflict independently with disgruntled patients Other duties as assigned

Requirements

You have the drive to provide excellent customer service and execute that on a daily basis
It comes natural for you to maintain a professional and empathetic tone while conducting phone calls- even when call volumes are high and you’re multi-tasking
You enjoy corresponding over the phone
You’re very organized and pay close attention to detail
Working with computers comes easy to you- you know the basics of Microsoft programs such as excel, word, and office
You enjoy being a part of a team that works collaboratively to achieve goals
You successfully work across boundaries, including other TOA roles and clinics
High school degree is required, a college degree is preferred

Nice To Haves

Knowledge of patient appointment scheduling is a plus
Previous experience working with an EMR, such as NextGen (or similar documentation systems) is preferred

Responsibilities

Answer inbound calls from new and existing patients
Obtain patient demographics and insurance information
Listen actively to patient medical history such as surgical history, previous or current injuries, and recent imaging history
Dissect pertinent details such as patient address, availability, and specialty required in order to find the most convenient and effective appointment for the patient
Schedule patient appointments through NextGen
Use critical thinking and your expertise within TOA guidelines to arrive at solutions for patients- even if that means finding a creative resolution
Maneuver between multiple screens and multiple systems when documenting information and searching for physician availability
Review online appointment requests and schedule those appointments
Handle inbound referrals for your designated physician(s)
Reschedule cancellations
Respond effectively to time sensitive email communication
Deescalate conflict independently with disgruntled patients
Other duties as assigned