***This is a full-time temporary job***
Tennessee Orthopaedic Alliance (TOA) is the largest orthopaedic surgery group in Tennessee, with more than 35 locations across the state. Our commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and Accountability guides how we work and how we care for our patients and communities.
Who we are defines how we care:
- Culture: A shared commitment to Trust, Respect, Honesty, Teamwork, Communication, Diversity, and taking accountability for our own actions with the belief that every one of us makes a difference.
- Patient Access: Setting the standard for orthopedic care in Tennessee with access to over 35 locations across the state, including Ambulatory Surgery Centers.
- Patient Experience: Building strong and authentic relationships with our patients and communities by unifying through consistent collaboration to deliver exceptional patient experiences.
- Financial Stewardship: Using sound judgement to make responsible financial decisions; minimizing waste and maximizing value.
The Patient Registration/Front Desk position is responsible for providing a welcoming, positive, and efficient patient experience while supporting daily front-office operations, including patient registration, financial clearance, demographic and insurance verification, documentation, schedule oversight, and communication with patients, families, and internal departments. The position also supports the revenue cycle by collecting patient balances, communicating financial responsibilities, coordinating payment arrangements, and ensuring patients are financially and administratively prepared for surgery while working closely with clinical, scheduling, insurance, and business office teams to ensure accurate information, efficient workflows, and excellent patient service.
Key Responsibilities
Patient Registration & Check-In
- Open the center each day prior to the arrival of the first patient.
- Oversee and perform patient registration, ensuring all demographic and insurance information is accurate and complete.
- Ensure all required patient documentation is obtained, accurately entered into HST, and scanned into patient charts through Document Central.
- Utilize the appropriate script when explaining chart documents and forms requiring patient signatures.
- Monitor front desk workflow to ensure timely patient check-in and minimize patient wait times.
- Maintain a professional, welcoming, and courteous environment for patients, families, caregivers, physicians, and staff.
- Direct patient families and caregivers to designated consult rooms at the request of to speak with Surgeons at the request of the OR.
- Redirect joint class students, vendors, visitors, and other individuals to the appropriate location or staff member.
- Answer incoming calls in a professional and courteous manner, address questions and concerns as able, and direct calls to the appropriate staff when necessary.
Patient Financial Responsibilities & Collections
- Collect co-pays, co-insurance, deductibles, and outstanding patient balances in accordance with TOA policies.
- Communicate effectively with patients regarding their financial responsibility, insurance coverage, and payment expectations.
- Maintain a working knowledge of managed care contracts and reimbursement structures as they relate to patient financial responsibility.
- Document all patient payments and financial interactions accurately and timely.
- Coordinate and establish payment arrangements when applicable and in accordance with established policies.
- Maintain a daily collections spreadsheet, including payment receipts, and balance and submit collections documentation to the Manager at the end of each day.
- Identify patients with outstanding financial requirements or unresolved insurance issues and communicate or escalate concerns to the appropriate staff prior to the patient's arrival whenever possible.
Schedule & Chart Readiness
- Review daily and upcoming surgery schedules to ensure patients are financially cleared and prepared for their scheduled procedures.
- Ensure patient charts are complete, including insurance verification and all required documentation, for same-day and next-day surgeries.
- Utilize the patient portal to enter, review, and verify patient demographic information, ensuring information is thorough, accurate, and up to date.
- Coordinate with Surgery Scheduling, Pre-Op, the Financial Counselor Manager, and Insurance Verification Specialist to resolve registration, insurance, financial, or scheduling discrepancies prior to patient arrival.
- Closely monitor the surgery schedule and communicate changes, cancellations, no-shows, and other scheduling concerns to the appropriate staff.
- Track and report no-shows, cancellations, and scheduling issues as requested.
Communication & Team Collaboration
- Serve as a point of contact between the front office, clinical teams, surgery scheduling, pre-op, and business office.
- Collaborate closely with the Financial Counselor Manager and Insurance Verification Specialist to address patient financial and insurance-related issues.
- Collaborate with pre-op and clinical staff to support seamless patient transitions from registration through the surgical process.
- Maintain professional and effective working relationships with physicians, clinical staff, business office staff, and other departments.
- Identify and appropriately escalate issues related to registration, insurance, financial responsibility, patient concerns, or other matters requiring additional assistance.
- Assist leadership with reporting, audits, workflow development, and process improvement initiatives.
Front Desk & Facility Operations
- Maintain cleanliness and organization of the lobby, coffee area, registration desk, and front desk workstation.
- Ensure the front desk area is organized, professional, and prepared for daily patient activity.
- Utilize phone and eFax systems, scanners, iPad, computer, HST applications, and other technology platforms as required to complete job responsibilities.
- Safely lift and move items weighing approximately 25–50 pounds as needed to perform job duties.
Compliance & Documentation
- Ensure adherence to ASC policies, procedures, regulatory requirements, and applicable payer guidelines.
- Accurately document relevant patient account activity, including insurance information, financial interactions, payments, and account notes.
- Maintain confidentiality and protect patient information in accordance with applicable policies and regulations.
- Ensure all required patient information and documentation is accurately maintained within the appropriate systems.
Additional Responsibilities
- Demonstrate flexibility and willingness to assist with changing priorities and evolving departmental workflows.
- Support the overall operations and success of the center by assisting other departments and staff as needed.
- Perform other duties and responsibilities as assigned.
Qualifications
- High School Diploma or equivalent required
- Associate degree or business/healthcare administration training preferred
- Minimum of 2–4 years of experience in medical registration, insurance verification, or ASC setting preferred
- Strong understanding of insurance verification, benefits, and reimbursement processes
- Experience with electronic medical records and practice management systems (HST preferred)
- Excellent organizational, communication, and problem-solving skills
- Ability to work in a fast-paced, team-oriented healthcare environment
Core Competencies
- Attention to Detail
- Patient-Centered Service
- Financial Acumen
- Communication & Collaboration
- Time Management & Organization
- Problem Solving & Accountability