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Patient Access Coordinator
2 months ago
The Tennessee Orthopaedic Alliance is seeking a highly skilled Patient Access Representative to join our team. As a Patient Access Representative, you will be the patients' biggest advocate, providing top-notch customer service and ensuring they receive the best care possible.
Key Responsibilities- Answer Inbound Calls: Respond to new and existing patients' inquiries in a timely and professional manner.
- Obtain Patient Information: Collect and verify patient demographics and insurance details.
- Active Listening: Listen attentively to patients' medical history, including surgical history, previous or current injuries, and recent imaging history.
- Schedule Appointments: Utilize NextGen to schedule patient appointments, ensuring the most convenient and effective appointment for each patient.
- Critical Thinking: Apply critical thinking and expertise within TOA guidelines to find creative solutions for patients.
- Document Information: Accurately document patient information and search for physician availability across multiple systems.
- Review Online Requests: Review and schedule online appointment requests.
- Handle Referrals: Handle inbound referrals for designated physicians.
- Reschedule Cancellations: Reschedule cancelled appointments.
- Respond to Emails: Respond effectively to time-sensitive email communication.
- Deescalate Conflict: Independently deescalate conflict with disgruntled patients.
- Excellent Customer Service: Provide exceptional customer service and execute it daily.
- Professional Tone: Maintain a professional and empathetic tone while conducting phone calls, even in high-pressure situations.
- Correspondence Skills: Enjoy corresponding over the phone.
- Organizational Skills: Be highly organized and detail-oriented.
- Computer Skills: Be proficient in Microsoft programs, including Excel, Word, and Office.
- Teamwork: Enjoy being part of a collaborative team that works together to achieve goals.
- Boundary Crossing: Successfully work across boundaries, including other TOA roles and clinics.
- Patient Scheduling Knowledge: Have knowledge of patient appointment scheduling.
- EMR Experience: Have previous experience working with an EMR, such as NextGen (or similar documentation systems).
- Education: Possess a high school degree, with a college degree preferred.
