Description

Patient care Liaison Job Description

Tennessee Orthopaedic Clinics is one of the nation’s largest orthopedic networks. TOC offers comprehensive medical and surgical treatment of bone, joint and soft tissue disorders. Our treatment is compassionate, conservative and prompt, providing patients with the specialized orthopedic care they deserve. 

There are numerous reasons why TOC is an employer of choice; here are a few of them:

· Stability and Growth – TOC promotes long-term employment in positions as well as growth opportunities for those who want to further their career goals.

· Impact - TOC’s team members use our careers – whether in our clinics or our business office – to make a positive difference in the community by building relationships and positively impacting patient lifestyles.

· Work Environment - The TOC team focuses on cultivating an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement.

· Total Rewards - TOC offers competitive salaries based on the current East Tennessee wage market, plus a comprehensive benefit package, including Medical, Dental, Paid Time Off, Extended Illness Bank and more. Our 401(k) plan provides a company match, safe harbor match and profit-sharing match to go along with your contributions.

Description

The TOC Patient Care Liaison is our patients' biggest advocate. This role provides patients with top notch customer service and understands TOC providers, locations, and services inside and out to ensure our patients are getting connected to the best care possible for each unique situation.

· Answer inbound calls from new and existing patients

· Handle inbound referrals via fax, Order Facilitator, email and MedChat

· Obtain patient demographics and insurance information

· Listen actively to patient medical history such as surgical history, previous or current injuries, and recent imaging history

· Obtain pertinent details required in order to find the most convenient and effective appointment for the patient

· Schedule patient appointments through Radix/NextGen

· Use critical thinking and problem solving within TOC guidelines to arrive at solutions for patients- even if that means finding a creative resolution

· Maneuver between multiple screens and multiple systems when documenting information and searching for physician availability

· Review online appointment requests and schedule those appointments

· Reschedule appointments for provider schedule changes

· Respond effectively to time sensitive email communication and follow up as needed

· Deescalate conflict independently with disgruntled patients

· Other duties as assigned

Requirements

Requirements

· You have the drive to provide excellent customer service and execute that on a daily basis

· It comes natural for you to maintain a professional and empathetic tone while conducting phone calls- even when call volumes are high and you’re multi-tasking

· You’re very organized and pay close attention to detail

· Proficient typing and computer skills

· You enjoy being a part of a team that works collaboratively to achieve goals

· You successfully work across boundaries, including other TOC roles and clinics

· Previous experience working with an EMR, such as NextGen (or similar documentation systems) is preferred

· High school degree/GED is required

TOC is an equal opportunity employer. TOC conducts background checks on applicants who accept employment offers.