Patient Services Representative - Level 1

Cherokee Health Systems
 Knoxville, TN


Locations: Memphis, Knoxville, Tazewell & Lenoir City, TN

Full-time (40/hours)

Monday-Friday 8-5

SUMMARY: Provides support with the daily activities of a medical office to provide the best in patient care. This will include greeting patients, utilizing practice management system to check patients in and out, processing telephone calls, appointment scheduling, and registration utilizing a team-based model.

RESPONSIBILITIES Include the following:

The following duties are normal for this job. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

  • Primary responsibility is to assist patients in accessing care.
  • Greets patients in a friendly, courteous, and professional manner.
  • Checks in patients utilizing practice management (EPM) system, ensuring we follow thru and complete autoflow process and all prompts within.
    • Update all patient demographics including address, phone and contact information including required UDS demographics and update Primary Care Provider assignment if applicable.
    • Obtains insurance card and ensures scanned into EPM, verifies insurance eligibility utilizing RTS or other available forms of insurance verification. Identify copay/deductible and updates required feeds in the appropriate are of EPM.
    • Verifies income to check for qualification of the sliding fee discount, BHSN and other financial programs and provide assistance for enrollment. Primary Care Provider assignment: co-pays/deductibles and enters this information into the computer.
    • Collects copay and/or payment towards patient balance and apply towards patient account
    • Answers patients’ questions regarding statements and insurance coverage.
    • Assess and identify patient’s need to be enrolled in Patient Portal and provide support and assistance to enroll.
    • Assists with completion of new patient paperwork and any other required paperwork for specific visit.
  • Answers phones and assess and triage patient needs and direct appropriately utilizing tasking thru E HR when appropriate.
  • Performs scheduling and/or rescheduling of appointments as needed.
  • Checks out patients utilizing practice management (EPM) system, ensuring we follow thru and complete autoflow process and all prompts within.
    • Schedule appropriate follow up appointments or entering within our Recall system.
    • Generate School/Work or excuses, electronically faxing when appropriate.
    • Collects copay and/or payment towards patient balance and apply towards patient account
  • Advise patients of pertinent clinic programs for which they apply.
  • Provides patients information regarding social service agencies.
  • Processes/Distributes Daily Mail as assigned.
  • Other duties as assigned.



High School Diploma or equivalent preferred, one-year certificate from college or technical training program for medical office procedures preferred; or three to six months related experience and/or training; or equivalent combination of education and experience.

Knowledge, Skills, Abilities:

Ability to communicate verbally and non-verbally with patients, coworkers, and members of management. Excellent professional customer service skills are required. Knowledge of Word Processing software and Electronic Medical Records software. Knowledge of common policies and procedures needed to perform the job, including all office functions.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The position requires mobility. While performing the duties of this job, the employee is regularly required to use hands to fingers, handle, feel, talk, and hear. The employee is regularly required to walk, sit, stand, kneel, stoop communicate, reach, and manipulate objects. The employee must lift and/or move materials up to 10 pounds on regular basis; lift and/or move up to 50 pounds on an occasional. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. Manual dexterity and coordination are required while operating equipment such as computer keyboard, calculator, and standard office equipment.

Working conditions:

The work environment characteristic described here are representative of those an employee encounters while performing the essential job functions of this job. Usual office working conditions: noise level in the work area is typical of most office environments with telephones, personal interruptions, background noises.

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Cherokee Health Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics.