Patient Service Representative

TOA Middle•McMinnville, TN

5d•Onsite

About The Position

The Patient Service Representative is generally the first person to interact with Tennessee Orthopaedic Alliance (TOA) patients and their families. The role sets the tone for each patient visit by providing professional, compassionate service and helping ensure a positive patient experience. Representatives work closely with clinical and administrative teammates and may be assigned to a clinic front desk or serve as a greeter directing patients to their destination. The clinic environment is fast-paced, has high patient volume, and can involve associated stressors. The work area has moderate-to-loud noise, with staff checking in patients and answering questions in close proximity. TOA describes its workplace as focused on positivity, collaboration, job satisfaction, and engagement.

Requirements

High school diploma required.
Demonstrated proficiency with Microsoft Office programs such as Excel, Word, and Outlook.
Demonstrated customer service and patient satisfaction focus, including responding promptly and empathetically and handling difficult situations professionally.
Teamwork skills, including welcoming feedback, supporting others, contributing to team success, and asking for help when needed.
Strong written communication skills, including reading and interpreting written information and writing clearly and accurately.
Strong verbal communication and active listening skills.
Problem-solving skills, including gathering and analyzing information and resolving problems in a timely manner.
Ability to meet productivity standards, complete work promptly, and maintain accuracy and quality.
Reliable attendance and punctuality.

Nice To Haves

Previous successful experience in a healthcare clinic or office environment, or in a customer service role.
Bachelor's degree.
Proficiency with an electronic health record (EHR); NextGen is preferred.

Responsibilities

Provide exceptional customer service and maintain a strong patient focus.
Work closely with clinical colleagues and administrative teammates to support a cohesive, high-performing team.
Verify patient demographic information upon arrival.
Update and change insurance information as appropriate.
Scan insurance cards and driver's licenses.
Enter referrals into the computer and link them to the appropriate case.
Collect copayments, coinsurances, deductibles, and balances.
Prepare daily clinics for upcoming appointments and print related documents.
Create an appointment record or encounter and print it.
Enter all documentation accurately and promptly.
Schedule follow-up appointments as necessary.
When assigned as a greeter, direct patients to their destination.