Patient Service Rep II

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.

Why Join Us? 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.

Job Description:

The Patient Service Representative II provides total medical office support including check-in, check-out, and medical records functions. Manage the reception of patients within the office and by telephone. Obtains patient insurance and demographic information, collects co-pays, collects co-pays, payments, and schedules appointments, including internal and external. Monitor and distribute inbound and outbound documentation whether electronic or paper format.

ESSENTIAL FUNCTIONS:

• Answers the telephones and greets patients in a courteous, efficient manner. Routes calls/messages to appropriate discipline/department.

• Follows policy and procedures outlined by management to ensure standardization of processes across all clinics.

• Conducts patient check-in, check-out, and medical records, following policy and procedures.

• Properly tracks patients in EHR for next location and ensures patients are not missed.

• Obtains pre-patient registration, demographic and insurance information and enters appropriately into Patient Management System (PM) or Electronic Health Record (EHR). Including all paper/electronic documents.

• Ensures eligible patients have proper distress screening

• Collects co-payments and/or payments at time of service and manages end of day procedure to include daily deposit and sign in sheets.

• Ensures canceled and missed appointments are followed up and properly documented

• Schedules patient appointments, including internal and external.

• Runs and/or works daily reports to identify patients with unscheduled orders

• Performs tasks related to Governmental, Insurance and Quality Initiative Programs:

• Ensures communication is distributed to patients regarding program details

• Generates and distributes to external providers office a Clinical Summary from Electronic Health Record (EHR)

• Communicates information regarding Patient Engagement Portal and assists with registration process

• Maintains communication with pre-certification team for urgent cases and denial/peer to peer requests.

• Ensures proper billing document(s) is faxed with diagnostic order if patient is on study.

• Prepares the Electronic Health Record (EHR) for next provider visit

• Obtains necessary records prior to patient's appointment.

• Follows standard operating procedure (SOP) for external follow ups

• Monitors and routes inbound and outbound faxes.

• Opens and distributes mail as required.

• Electronically scans/imports appropriate patient related records into the Electronic Health Record (EHR).

• Distributes outbound correspondence or copies of records as necessary.

• Completes process for Request for Medical Records for continuity of care.

• Demonstrates excellent customer service. Responds promptly to patient, physician and clinical requests.

• Communicates to other staff members using Instant Messaging System.

• Other duties as assigned

• Ability to travel/float to other clinics for business needs

• Maintains and ensures confidentiality of patient information

• Adheres to all Tennessee Oncology policies and procedures

• Assists with the training or acts as a preceptor for Patient Service Representatives when needed

EDUCATION AND EXPERIENCE: (Knowledge, Skills & Abilities)

• High school graduate or equivalent with GED.

• Checked off on competencies for all 3 front office functions within 90 days

• 5 years' experience in a professional office with customer service required

• Strong computer skills including Windows file management and MS Office, and e-mail experience.

• Electronic Medical Records experience required or within 90 days.

• Good verbal and written communication skills.

• Ability to work productively and effectively in a fast-paced environment.

• Strong organizational skills and attention to detail.

• Excellent customer service skills.

PHYSICAL REQUIREMENTS:

• Able to travel to satellite clinics when necessary

• Able to lift 25 pounds.