Patient Service Representative

TOA Middle•Nashville, TN

14d•Onsite

About The Position

The Patient Service Representative is often the first person patients and their families interact with at Tennessee Orthopaedic Alliance (TOA). This role sets the tone for a positive patient visit by providing professional, compassionate service and supporting patient access at a clinic front desk. Representatives may also serve as a greeter, directing patients to their destination. The work takes place in a high-volume, fast-paced clinic environment with associated stressors and moderate-to-loud noise. TOA describes its culture as grounded in trust, respect, honesty, teamwork, communication, diversity, and accountability, with an emphasis on collaboration and excellent patient experiences.

Requirements

High school diploma required.
Demonstrated proficiency with Microsoft Office programs such as Excel, Word, and Outlook.
Ability to communicate clearly and professionally, listen actively, and respond appropriately to questions.
Ability to read and interpret written information and write clearly and informatively.
Ability to provide prompt, empathetic service and handle difficult or emotional customer situations professionally.
Ability to collaborate, welcome feedback, assist others, and contribute to team success.
Ability to identify and resolve problems, gather and analyze information, and develop alternative solutions when appropriate.
Ability to meet productivity standards and complete work accurately, quickly, and on time.
Consistent attendance and punctuality; ensures work responsibilities are covered when absent.

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 patient-focused approach.
Work 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 documentation accurately and promptly.
Schedule follow-up appointments as needed.
When assigned as a greeter, direct patients to their destination.