Patient Service Representative (Occupational Health Clinic -TCMC)
Tennova Healthcare - Knoxville, TN

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Equal Employment Opportunity

Tennova Healthcare is Equal Opportunity Employer and Drug-Free Workplace. All campuses are tobacco-free. Associates are prohibited from using tobacco products at any time during work shifts.

General Description of the Job Class

Coordinate and participate in a variety of duties associated with daily clinic preparation process, patient identification, patient check in/out, charge posting, answering telephones, cash management and patient appointment scheduling. Position may also involve customer service, message distribution, ancillary scheduling and preparation and referrals management.

Duties and Responsibilities of this Level

Prepare for patient daily appointments by reviewing next day patients and completing next day preparation activities. Prepare new patient charts and pull existing patient charts for each day appointments. File history sheets, ancillary reports and all other required patient record documentation. Pull and file any medical records as needed. Attach HIPPA/Medicare documents to the encounter forms.

Check-in patient upon arrival in the practice. Identify correct patient information in system. Verify patient demographic data. Edit system as needed. Accurately identify the appropriate account for patient visit. Present and educate patients on required forms and obtain signature as required by policy and procedure. Completes all check-in files and manage all appropriate alerts. Collect and post co-payments and balances on accounts due. Imprint all patient specific chart documents and requisition/transmittal documents. Copy, file and distribute insurance cards as indicated by procedure. Coordinate all labs/procedures as requested. Maintain private physician office charts.

Prepare encounter forms. Assist Office Manager in investigating and accounting for all missing encounter forms. Audit encounter forms for completeness and accuracy before batching. Batches encounter forms or charge posting in system.

Schedule tests and procedures when applicable. Complete and distribute ancillary service requisitions. Track and reconcile both ancillary and MD referrals in accordance with Referral Policy and Procedure.

Explain billing to patients according to credit and collection policies. Determine the amount of cash to be collected based on insurance plan, as well as collect any applicable co-payments and balances owed at the time of service in conjunction with the applicable billing policies and procedures.

Check-out patients. Make return appointments by scheduling patients into the correct appointment type, entering the primary care physician or referring physician and scheduling tests and procedures when applicable.

Answer telephone, take and deliver messages to physicians, nurses and others. Report obtained medical information from patients and referring physicians accurately, completely and timely. Disseminate messages according to practice communication standards

Required Qualifications at this Level


Work requires knowledge of basic grammar and mathematical principles normally acquired through high school education


Minimum of one year of work experience in directly communicating and providing service to patients or public; preferably in a healthcare related field. Experience in effectively coordinating multiple tasks or activities.

Knowledge, Skills, and Abilities:

Strong verbal and written communication. Strong customer service skills. Basic PC and data entry skills. Knowledge of medical terminology and telephone etiquette. Demonstrated ability to organize and prioritize work, provide oral and written instructions, interact tactfully with customers and establish and maintain effective relationships with others. Must be able to apply specific departmental policies rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms

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