Patient Service Rep

The Surgical Clinic (TSC) is Middle Tennessee’s premier multi-specialty surgical practice, dedicated to utilizing the latest medical technology while prioritizing patient care, convenience, and satisfaction. With over 40 surgeons, our patient-focused clinics are conveniently located, providing access to advanced surgical procedures close to home.

Why Join Us? At The Surgical Clinic (TSC), we believe that our people are the heart of our success. As Middle Tennessee’s premier multi-specialty surgical practice, we are committed to fostering a supportive, collaborative, and innovative workplace where every team member can thrive.

The Patient Service Representative provides total medical office support including registration and scheduling 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:  

• Provide excellent customer service to patients, referring physicians, and all callers to the clinic.
• Answer multi-line phone system courteously; obtain and relay accurate information or transfer calls appropriately.
• Greet and check in patients and visitors for appointments and meetings, ensuring efficient patient flow and monitoring the waiting area.
• Collect co-payments, deductibles, and self-pay balances at time of service; reconcile and submit end-of-day financial reports and deposits.
• Verify patient demographics and insurance; obtain referrals and authorizations prior to visits.
• Schedule and manage appointments for multiple physicians, including internal and external referrals.
• Track patient movement in the EMR to ensure continuity of care and prevent missed encounters.
• Prepare the EMR for upcoming provider visits, including importing necessary records and documentation.
• Ensure proper documentation and follow-up for canceled or missed appointments.
• Conduct patient check-in and check-out procedures in accordance with clinic policies.
• Assist patients with registration and engagement through the Patient Portal.
• Maintain patient records and process medical record requests in compliance with HIPAA guidelines.
• Electronically scan and import patient-related documents into the EMR.
• Distribute outbound correspondence, including dictated notes and letters to referring offices.
• Perform general administrative tasks such as data entry, copying, faxing, emailing, and mail distribution.
• Communicate with insurance verification teams for urgent cases, denials, and peer-to-peer requests.
• Follow standard operating procedures (SOPs) for external follow-ups and documentation.
• Ensure accurate and timely completion of all MIPS (Merit-based Incentive Payment System) requirements for providers.
• Maintain confidentiality of patient information and adhere to all organizational policies and procedures.
• Use internal communication tools (e.g., instant messaging systems) to coordinate with staff.
• Float or travel to other clinics as needed to support business operations.
• Perform other related duties as assigned.

KNOWLEDGE, SKILLS & ABILITIES:

EDUCATION & EXPERIENCE:

• High school graduate or GED is required.
• Checked off on competencies for registration and scheduling coordinator functions within 90 days.
• A minimum of 2 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 preferred 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.

PHYSICIAL REQUIREMENTS: 

• Able to travel to satellite clinics when necessary.
• Able to lift 25 pounds.