Patient Service Rep

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 Check In/Check Out provides total medical office support including check-in and check-out. Manage the reception of patients within the office and by telephone. Obtains patient insurance and demographic information, collects co-pays, payments, and schedules appointments, including internal and external.

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 and check-out, 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.

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

• 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

• Maintain and ensure confidentiality of patient information

• Adheres to all Tennessee Oncology policies and procedures

EDUCATION AND EXPERIENCE: (Knowledge, Skills & Abilities)

• High school graduate or equivalent with GED.

• Electronic Medical Records experience strongly preferred.

• 2 years of previous professional office experience with customer service experience required

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

• 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.