Patient access representative jobs in Knoxville, TN

Role: Call Center Agent / Customer Service Representative (Reservation / Travel) Shift Timings: Between 8 AM to 8 PM EST Rotational shifts (9 hours including 1-hour lunch break) Working Mode: 5 days a week with 2 days off shifts will include weekends Job Summary: We are seeking a motivated and customer-focused Call Center Agent/ Customer Service Representative/ Travel Agent to join our team. The ideal candidate will have a passion for travel and a knack for providing excellent customer service. As a Travel Flights Specialist, you will assist customers with flight bookings, answer inquiries, and resolve any issues related to their travel plans. Qualifications Min. 1 year of experience as an Call Center Representative or Customer Service required. Or 6 months of Hotel front desk, Receptionist or travel industry experience required. High school diploma or equivalent; Additional education preferred but not necessary Must be at least 18 years of age Must be able to pass background check Key Responsibilities Handle inbound and outbound customer calls related to travel bookings, itinerary changes, cancellations, and general inquiries. Provide exceptional customer service by actively listening, empathizing, and resolving issues efficiently. Maintain up-to-date knowledge of travel products, services, policies, and promotions. Accurately document customer interactions and follow up as needed. Collaborate with team members and leadership to meet performance goals and service standards.s Training Pay Structure Training Period: $16.00/hr Post-Training: Increase to $17.00/hr After 90 Days of Employment: Increase to $17.50/hr It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Make a Difference Where It Counts Join a mission-driven nonprofit organization dedicated to supporting individuals and families across East Tennessee. This role is more than data entry - it's about removing barriers to care by ensuring clients can access critical services without financial ambiguity. If you bring precision, insurance expertise, and a passion for helping people, this is your chance to align your career with purpose. Position Overview As a Medical Insurance Verification Specialist , you will be the first line of defense in confirming insurance eligibility, resolving billing obstacles, and supporting the reimbursement lifecycle for a wide array of behavioral health and social service programs. Your efforts directly impact service accessibility for vulnerable populations, and your diligence ensures operational efficiency across clinical teams. Key Responsibilities Proactively verify insurance eligibility and benefits for upcoming client appointments using payer portals, clearinghouses, and internal systems Accurately update client benefit profiles and maintain real-time insurance data within the electronic medical record (EMR) Communicate patient responsibilities and coverage issues to front-line teams via HIPAA-compliant processes Identify and escalate issues such as lapses in coverage, authorization delays, or denial risks to billing and leadership teams Serve as a knowledgeable resource for staff and clients regarding insurance coverage questions, claims status, and billing processes Partner with clinical and administrative teams to ensure intake documentation is complete, accurate, and policy-aligned Monitor daily eligibility and non-payment reports, recommend resolution strategies, and contribute to continuous process improvements Collect patient financial responsibility when applicable and provide professional support in payment arrangements or financial counseling referrals Support write-off processes and A/R resolution efforts through detailed tracking, audit readiness, and compliance adherence Qualifications & Skills Required: High school diploma or GED Experience: Minimum of 2 years working in medical insurance verification, revenue cycle, or medical billing in a healthcare setting Technical: Proficient in EMR systems, Microsoft Office (Word, Excel, Outlook), and payer-specific portals Knowledge Base: Working familiarity with Commercial, Medicare, Medicaid, and TennCare plans Soft Skills: Strong written and verbal communication Exceptional attention to detail and organizational skills Commitment to confidentiality and HIPAA compliance Ability to multitask, meet deadlines, and adapt in a fast-paced environment Collaborative mindset with a positive, solutions-oriented attitude

Become a part of our caring community and help us put health first The Patient Services Coordinator-LPN is directly responsible for scheduling visits and communicating with field staff, patients, physicians, etc. to maintain proper care coordination and continuity of care. The role also assists with day-to-day office and staff management Manages schedules for all patients. Edits schedule for agents calling in sick, ensuring patients are reassigned timely. Updates agent unavailability in worker console. Initiates infection control forms as needed, sends the HRD the completed “Employee Infection Report” to upload in the worker console. Serves as back up during the lunch hour and other busy times including receiving calls from the field staff and assisting with weekly case conferences. Refers clinical questions to Branch Director as necessary. Maintains the client hospitalization log, including entering coordination notes, and sending electronic log to all office, field, and sales staff. Completes requested schedule as task appears on the action screen. Ensures staff are scheduled for skilled nurse/injection visits unless an aide supervisory visit is scheduled in conjunction with the injection visit. Completes requested schedules for all add-ons and applicable orders: Schedules discharge visit / OASIS Collection or recert visit following case conference when task appears on action screen. Schedules TIF OASIS collection visits and deletes remaining schedule. Reschedules declined or missed (if appropriate) visits. Processes reassigned and rescheduled visits. Ensures supervisory visits are scheduled. Runs all scheduling reports including Agent Summary Report and Missed Visits Done on Paper Report. Prepares weekly Agent Schedules. Performs initial review of weekly schedule for productivity / geographic issues and forwards schedule to Branch Director for approval prior to distribution to staff. Verifies visit paper notes in scheduling console as needed. Assists with internal transfer of patients between branch offices. If clinical, receives lab reports and assesses for normality, fax a copy of lab to doctor, make a copy for the Case Manager, and route to Medical Records Department. Initiate Employee / Patient Infection Reports as necessary. If clinical, may be required to perform patient visits and / or participate in on-call rotation Use your skills to make an impact Be a Licensed Professional Nurse or a Licensed Vocational Nurse licensed in the state in which he / she practices Have at least 1 year of home health experience. Prior packet review / QI experience preferred. Coding certification is preferred. Must possess a valid state driver's license and automobile liability insurance. Must be currently licensed in the State of employment if applicable. Must possess excellent communication skills, the ability to interact well with a diverse group of individuals, strong organizational skills, and the ability to manage and prioritize multiple assignments. Scheduled Weekly Hours 40 Pay Range The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc. $45,400 - $61,300 per year Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities. About Us About CenterWell Home Health: CenterWell Home Health specializes in personalized, comprehensive home care for patients managing a chronic condition or recovering from injury, illness, surgery or hospitalization. Our care teams include nurses, physical therapists, occupational therapists, speech-language pathologists, home health aides, and medical social workers - all working together to help patients rehabilitate, recover and regain their independence so they can live healthier and happier lives.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation's largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first - for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

University Physicians' Association is seeking a full-time Patient Financial Advocate for UTMC Cancer Institute Job Type: Full-time at UTMC Cancer Institute; Monday - Friday 7:30am - 4:00pm or 8:00am - 4:30pm Patient Financial Advocate responsibilities: Serves as a direct point of contact with established and new oncology/hematology patients with financial/medical hardships. Collaborates with clinical team, billing department, and patient accounts department. Connects with and educate patients and their caregivers on the financial programs that apply to their specific healthcare needs. Manages the patient load including enrollment, follow ups, data collection, and reporting of all components of the program. Maintains office security by following safety and HIPAA procedures. Full benefit package available, including PTO, Sick Leave, Medical, Dental, Vision, STD/LTD, Life Insurance, 401k with company match and immediate vesting, and more! Requirements Approach all patients with compassion; have a desire to serve patients experiencing financial/medical hardships. Must be reliable and have excellent follow up skills. Must communicate professionally always. Must be customer service oriented. Must have the ability to be resourceful and proactive when issues arise. Bachelor's degree preferred or a minimum of 2 years' experience within a medical setting. Familiarity with health insurance, preferred. Must be a self-starter and a team player. Excellent telephone and customer service etiquette. Attention to detail and good organizational skills. Empathetic with good listening skills. Bilingual (English/Spanish) a plus.

Full-time Description Tennessee Orthopaedic Alliance is the largest orthopaedic surgery group in Tennessee. TOA concentrates on the diagnosis and treatment of disorders and injuries of the musculoskeletal system which allow our patients to live their best life. Ninety plus years later we are advancing the practice of orthopaedic surgery throughout the state. There are a number of reasons why TOA is an employer of choice; here are a few of them: Stability - TOA has been in Middle Tennessee since 1926 and has expanded to over 20+ locations across the state! Impact - TOA'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 helping patients live their best life. Work Environment - The TOA team focuses on fostering an excellent working environment; one of positivity, collaboration, job satisfaction, and engagement. Total Rewards - TOA offers a comprehensive suite of benefits, including Medical, Dental, Paid Time Off, and more. Our 401(k) plan provides a company match, safe harbor match and profit-sharing match to go along with your contributions. The main function of a Registration Coordinator is to greet patients as they arrive at the Center and ensure all the necessary paperwork is completed and that the patient is registered in an accurate, efficient, and timely manner. Readies the Center for opening. Runs surgery schedule for clinical staff. Processes incoming demographic sheets, pathology reports, etc from the fax/computer and distributes to the appropriate staff. Verifies petty cash and reports any discrepancies to manager. Prepares patient charts and adds any additional documentation. Handles incoming mail. Greets patients and families as they arrive to the facility. Registers patient, confirming all information previously loaded. Corrects any discrepancies. Copies insurance cards and driver's license. If not available, utilize standard form in its place. Collects any co-pays and/or deductibles. Enters payment and makes note in any applicable system. Prepares receipts for any money collected. Takes completed chart to appropriate clinical area. Monitors the schedule and charts for arrival of patients. Makes appropriate notation for no shows and notifies appropriate staff. Makes appropriate financial arrangements, if not previously made, in accordance with facility policy and procedures. Enters appropriate notes on patient accounts as it pertains to insurance, benefits, financial arrangements, etc. Views next day's schedule and verifies charts are available for every patient - including an insurance verification sheet for each. Pulls insurance verification sheets for the next day's PAT appointments. Pulls old charts, if applicable, for the next day's PAT appointments. Answers incoming calls and directs accordingly. Runs pre-verification tickler for the next business day and completes any outstanding insurance verifications. Noting in applicable system. Possesses a good working knowledge of the facility's Managed Care Grid and reimbursement. Maintains a professional rapport with co-workers and physicians. Works closely with pre-op staff regarding registration of patients and coordinates check in as needed. All other duties as assigned. Hours: M-F 5:30am-2:00pm Requirements High school graduate. Business College 1-2 years preferred. 1-3 years in a related job field. Computer training, typing, clerical duties and effective communication skills.

10131 Parkside Dr., Knoxville, TN 37922 AUTOMOTIVE SERVICE TECHNICIAN State-of-the-Art AC & Heated Facility! Up to $25,000 Sign-on Bonus for Experienced Techs! 1 Year Minimum Technician experience preferred Mercedes-Benz of Knoxvilles state-of-the-art Service Dept. is HIRING NOW for Service Technicians of ALL LEVELS to diagnose problems and perform vehicle repairs and routine service/maintenance. We have a high volume of business and would like to add to our team immediately! We offer great benefits and a clear, defined career path so you can advance your career! Are you an experienced tech that needs a healthy change but youre not local to Knoxville? Let us talk to you about relocating to the beautiful hills of Tennessee. Mercedes-Benz of Knoxville is part of the family-owned Furrow Automotive Group which also includes Infiniti Chattanooga, Porsche Chattanooga, and Land Rover Knoxville/Chattanooga. Many of our employees have been with us for years because we promote a team-oriented environment where each employee has the mentorship, support, and tools they need to succeed in their career. Learn more about us! Apply online today! We offer: Top Tier Pay $20 - $35+ /hour based on experience $60,000 - $95,000 a year REALISTIC earning potential! Continuous, paid training to enhance your skillset - We'll help you become Brand Certified! Up to $25,000 Sign-on Bonus for Mercedes-Benz Master Certified Technician or Sprinter Master Certified Technician Tool Relocation & Moving Allowance negotiable Guaranteed 40 Work Hours per week! Medical, Dental, Vision, Disability & $25,000 Basic Life Insurance 401(k) Retirement Plan with Company Match Paid Holidays and Paid Time Off Employee Discounts on Products & Services & Vehicle Purchase Plans State-of-Art Facility & Equipment - Air-Conditioned & Heated Shop! Gym Membership Discount Teladoc Employee Assistance Program Opportunity for Advancement Responsibilities - Service Technician: Inspect vehicle and diagnose the problem(s) Perform quality repair/maintenance work that meets dealership and manufacturer standards including engine, transmission, electrical, steering, suspension, braking, air conditioning, etc. Provide an estimate of time and parts needed for repair/maintenance Learn new technical information and techniques in training sessions to stay current with rapidly changing technology. Keep shop neat and account for dealership owned tools Other duties may be assigned according to skill level and certification Qualifications - Service Technician: 1 year minimum of experience as a technician is preferred Mercedes-Benz Dealership service department experience is a plus! ASE Certified is a plus! Valid driver's license with an acceptable driving record Flexible and focused on maintaining a high level of customer service Good work ethic and problem-solving skills A positive attitude and works well as part of a team **Please upload your resume. If you don't have one, you may fill our previous work history on your application form. A resume is preferred Completing the online assessment will grant you priority consideration! Must be authorized to work in the U.S. without sponsorship and be a current resident Must pass pre-employment testing to include background checks, MVR, and drug screen We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. RequiredPreferredJob Industries Customer Service

WE ARE LOOKING FOR SOMEONE WTH 3 OR MORE YEARS OF EXPERIENCE AS PATIENT CARE COORDINATOR. SUCCESS IN COMMUNICATION, NEGOTIATION, LEADERSHIP AND KINDNESS LOCAL KNOXVILLE PHYSICIANS OFFICE. APPLY: KNOXVILLE STAFFING 2115 MIDDLEBROOK PIKE KNOXVILLE TN 37921 APPLICATIONS TAKEN MONDAY THRU FRIDAY 8AM-2PM 2 FORMS OF ID REQUIRED BRING YOUR RESUME! INTERVIEWS SCHEDULED ASAP OR APPLY ON-LINE: rebecca@knoxvillestaffing.com i dena@knoxvillestaffing.com

Tennessee Donor Services (TDS) is looking for a dynamic and enthusiastic team member to join us to save lives! Our mission at TDS is to save lives through organ donation and we want professionals on our team that will embrace this important work!! Specifically, people with expertise in communicating in difficult situations and building relationships with patients and their families similar to counseling or patient relations. The Family Care Coordinator will work with organ donor families, hospital personnel, physicians, and other team members from TDS to work through the donation process for saving lives through organ and tissue donation. Primary work environment is in the hospital setting in the Knoxville area of Tennessee and throughout Tennessee hospitals. Strong interpersonal skills and the ability to communicate effectively in both oral and written formats are a must. What is a Family Care Coordinator? Family Care Coordinators (FCCs) support and educate the potential donor's next-of-kin regarding donation options. FCCs determine family dynamics and assess the family's understanding of the patient's prognosis to aid in the donation process. They work alongside other clinical team members and hospital staff to be both an advocate for donation and a resource to the donor's family. COMPANY OVERVIEW AND MISSION Tennessee Donor Services is a designated organ procurement organization (OPO) within the state of Tennessee - and is a member of the DCI Donor Services family. For over four decades, DCI Donor Services has been a leader in working to end the transplant waiting list. Our unique approach to service allows for nationwide donation, transplantation, and distribution of organs and tissues while maintaining close ties to our local communities. DCI Donor Services operates three organ procurement/tissue recovery organizations: New Mexico Donor Services, Sierra Donor Services, and Tennessee Donor Services. We also maximize the gift of life through the DCI Donor Services Tissue Bank and Sierra Donor Services Eye Bank. Our performance is measured by the way we serve donor families and recipients. To be successful in this endeavor is our ultimate mission. By mobilizing the power of people and the potential of technology, we are honored to extend the reach of each donor's gift and share the importance of the gift of life. We are committed to diversity, equity, and inclusion. With the help of our employee-led strategy team, we will ensure that all communities feel welcome and safe with us because we are a model for fairness, belonging, and forward thinking. Key responsibilities this position will perform include: Determines family dynamics and assesses the family's understanding of the patient's prognosis when appropriate to initiate the donation discussion. Initiates the donation discussion and authorization process for potential organ and tissue donor families prior to, during and after death declaration. Provides families with the detailed information required to give legal informed authorization for anatomical donation. Responds on site independently and/or in conjunction with assigned staff to all appropriate hospital referrals within designated time outlined per policy and procedure. Communicates with the attending physician and other members of the healthcare team to establish rapport and ensure a collaborative planned approach for the donation discussion and authorization process. Obtains authorization for donation per UAGA and verifies appropriate medical and legal documentation necessary. Visually assesses donors, interpret charts, document information and communicate findings. Collaborates with hospital and medical staff to provide potential donor families with accurate and timely information regarding the patient's current clinical course. Maintains communication with hospital staff and attending physician regarding the potential donor family's understanding of the prognosis and acts as a family advocate to the health care team as necessary. Provides education to hospital staff regarding authorization, family care process and donation process. Responsibilities may be affected by increased donor activity. Performs other duties as assigned. The Family Care Coordinator will work 15 days per month - and be on call for periods of up to 24 hours. The ideal candidate will have: A bachelor's degree 2 - 4 years of healthcare experience with families, counseling, bereavement, and/or crisis intervention Knowledge of medical and legal principles of authorization, donor evaluation, and management. Exceptional teamwork, communication, and conflict management skills. Valid Driver's license with ability to pass MVR underwriting requirements We offer a competitive compensation package including: Up to 176 hours of PTO your first year Up to 72 hours of Sick Time your first year Two Medical Plans (your choice of a PPO or HDHP), Dental, and Vision Coverage 403(b) plan with matching contribution Company provided term life, AD&D, and long-term disability insurance Wellness Program Supplemental insurance benefits such as accident coverage and short-term disability Discounts on home/auto/renter/pet insurance Cell phone discounts through Verizon **New employees must have their first dose of the COVID-19 vaccine by their potential start date or be able to supply proof of vaccination.** You will receive a confirmation e-mail upon successful submission of your application. The next step of the selection process will be to complete a video screening. Instructions to complete the video screening will be contained in the confirmation e-mail. Please note - you must complete the video screening within 5 days from submission of your application to be considered for the position. DCIDS is an EOE/AA employer - M/F/Vet/Disability. Include shift schedule Not IncludedInclude budgeted hours Not Included

FULL Time, Entry Level - GREAT way to get hands on experience! Plenty of opportunities for growth within! Hours: M- F 10:00am - 6:30pm and healthcare setting, up to date immunizations are required. We are a leading provider of transformational outsourcing solutions and services spanning the customer lifecycle across the Healthcare industry. At Firstsource Solutions USA, LLC, our employees are there for the moments that matter for customers as they navigate some of the biggest, most challenging, nerve-racking, and rewarding decisions of their lives. Dealing with healthcare challenges is hard enough but the added burden of not knowing how much that care will cost or having a means to pay for it often creates additional stress and anxiety. It's times like these when our teams are there to help guide these patients and their families through the complex eligibility and payment process. At Firstsource Solutions USA, LLC., we take the burden away from the patient and their family allowing them to focus on their health when they need to most. Afterwards, we work with patients to identify insurance eligibility, help them navigate their financial responsibilities and introduce ways to achieve financial well-being through payment arrangement options. Our Firstsource Solutions USA, LLC teams are with patients all the way, providing support and assistance all the while seeing first-hand the positive impact of their work through the emotions of relief and joy of the patients. Join our team and make a difference! The Patient Financial Advocate is responsible to screen patients on-site at hospitals for eligibility assistance programs either bedside or in the ER. This includes providing information and reports to client contact(s), keeping them current on our progress. Essential Duties and Responsibilities: Review the hospital census or utilize established referral method to identify self-pay patients consistently throughout the day. Screen those patients that are referred to Firstsource for State, County and/or Federal eligibility assistance programs. Initiate the application process bedside when possible. Identifies specific patient needs and assist them with an enrollment application to the appropriate agency for assistance. Introduces the patients to Firstsource services and informs them that we will be contacting them on a regular basis about their progress. Provides transition, as applicable, for the backend Patient Advocate Specialist to develop a positive relationship with the patient. Records all patient information on the designated in-house screening sheet. Document the results of the screening in the onsite tracking tool and hospital computer system. Identifies out-patient/ER accounts from the census or applicable referral method that are designated as self-pay. Reviews system for available information for each outpatient account identified as self-pay. Face to face screen patients on site as able. Attempts to reach patient by telephone if unable to screen face to face. Document out-patient/ER accounts when accepted in the hospital system and on-site tracking tool. Outside field work as required to include Patient home visits to screen for eligibility of State, County, and Federal programs. Other Duties as assigned or required by client contract Additional Duties and Responsibilities: Maintain a positive working relationship with the hospital staff of all levels and departments. Report any important occurrences to management as soon as possible (dramatic change in the number or type of referrals, etc.) Access information for the Patient Advocate Specialist as needed (discharge dates, balances, itemized statements, medical records, etc.). Keep an accurate log of accounts referred each day. Meet specified goals and objectives as assigned by management on a regular basis. Maintain confidentiality of account information at all times. Maintain a neat and orderly workstation. Adhere to prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct. Maintain awareness of and actively participate in the Corporate Compliance Program. Educational/Vocational/Previous Experience Recommendations: High School Diploma or equivalent required. 1 - 3 years' experience of medical coding, medical billing, eligibility (hospital or government) or other pertinent medical experience is preferred. Previous customer service experience preferred. Must have basic computer skills. Working Conditions: Must be able to walk, sit, and stand for extended periods of time. Dress code and other policies may be different at each healthcare facility. Working on holidays or odd hours may be required at times. Benefits including but not limited to: Medical, Vision, Dental, 401K, Paid Time Off. We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law. #INDSOL

Primary Function Greets all patients, families, visitors and coworkers in a prompt, polite, and helpful manner and directs them, as necessary. Determine, verify, and explain CIHA eligibility to patients, check-in or registering patients for their visits, and answering all incoming calls to the facility. Answers the EBCI Tribal Option Member/Provider Services1800 number and effectively direct callers to the appropriate party, provide warm transfers when necessary and appropriate and provide external referral information to assist members/providers to get their needs met. Responsible for conducting patient interviews, distributing, and obtaining signatures for paperwork, entering pertinent information including demographic and insurance, verifying insurance eligibility, determining, verifying, and explaining services, and collecting co-pays if applicable. Receives complaint/grievance calls in a welcoming and supportive manner. Logs complaint/grievance information into the customer service platform and elevates complaint/grievance calls as appropriate to Tribal Option Management staff. Job Duties Patient Relations Duties Interviews patients to obtain pertinent patient registration information, i.e., demographic and insurance information and authorization to enable the Business Office to bill for health care services provided from all alternate resources, including the non-beneficiary service. Verifies all information collected for accuracy. Verifies insurance coverage through the health plan and determines applicable co-payment and collects co-payment if applicable. Creates and completes new charts in the BPRM Patient Registration System after researching and verifying that there is not an existing chart for the patient. This will include inpatient, outpatient, emergencies and after hour patients, dental patients, and mental health patients. Obtains and verifies the health records in the BPRM Patient Registration System for Medicaid, Medicare, and private/commercial insurance eligibility information for all patients seen prior to all clinic visits. Obtains signature for file on all required forms for alternate resource and contract health services prior to patients being seen in the clinics for billing purposes and/or contract health services eligibility. Makes corrections as necessary to improve the Patient Registration System. Updates PRC eligibility with proper documentation. Collects third party recipient health cards, obtains photocopies of the card and explains the program to the beneficiaries, i.e., why Medicare, Medicaid and/or Private Insurances will be billed for services they receive at the Cherokee Indian Hospital. Interviews patients to obtain information to initiate a new health record and/or communicate to Medical Records to reactivate a retire/stored record. Enters all information into the BPRM Patient Registration System and prints appropriate forms. Upon direction initiates all admitting forms to complete the admission with current patient data, including BPRM Patient Registration System. Initiates patient identification bands for admission. Completes Medicare Secondary Payer Questionnaire for Medicare beneficiaries and files appropriately. Transcribes all new insurance information into the BPRM system in all the appropriate fields. Verifies if patient has NC BCBS, NC Medicaid, or other private insurance. Calls pending verification patients before appointments to remind of documentation to bring in i.e., driver's license, enrollment care, proofs of residency, etc. Obtains patient signature for Service Agreements, Notice of Privacy Practices, etc., scans forms signed by patients into VISTA. Documents MVA/WC in BPRM/RPMS by obtaining signatures for appropriate forms, giving clinic appropriate documents, obtaining police reports, entering appropriate benefit for coverage in order for the Business Office to bill correctly and alerts clinic staff. Documents all changes, updates on the notes page with date, and initials. Collects fees and co-pays from non-beneficiaries, prints register and credit card report at end of shift, maintains petty cash and turns all receipts and reports into Finance. Member/Patient Service Duties Answers eligibility questions for new patients or Members and lets the individual know what the benefits are based upon eligibility status. Answers the Member/Provider 1800 Tribal Option line consistently and provides information, warm transfers, and referral information as appropriate and necessary to ensure caller's needs are met. Member/Provider toll free number is to be answered during the CIHA Business Day defined as Monday-Friday 8:00-4:30, except for posted CIHA holidays. Follow approved Service Line scripts to ensure correct, consistent information is provided to the Member/Provider. Log every call received into the customer service platforms, CEEP and/or NCCARE360, to ensure appropriate documentation and resolution of all calls. This is the foundation of data that is required to be provided to the state as part of the PCCM Tribal Option Contract. Promptly returns calls to individuals or entities if a request for a call back is made after hours, the return phone call shall be made the following CIHA business Day during normal hours of operation. Triages the message and notifies applicable business owner based upon the type of information requested. Answer any inquires related to the Healthy Opportunities Pilot Program and direct calls to the appropriate staff member, department and/or outside entities. Answers telephone switchboard for all CIHA facilities and directs calls to appropriate staff member/department. Maintains an updated list of all departments, personnel, and extensions to assure proper transfer of calls. Greets visitors when necessary, answers questions, or directs them to the appropriate person or department. Maintains the vendor/visitor sign in and provides vendor/visitors with Visitor badge. Keeps a log of after hour call-in referrals and turns into PRC during regular business hours. Determines the need for interpreter or translation services and accesses the necessary platform(s) to ensure the individual receives communication in the manner necessary to provide effective communication with the individual. This includes but not limited to calls to/from Members with limited English Proficiency, as well as Members with communication impairments, including those with hearing, deaf-blind callers to include TTY, captioned phones, and amplified phones. Documenting Member/Provider Grievances Document all Provider or Member grievances/complaints received via the service lines or in person. Provide complete and appropriate documentation of all complaints/grievances within the customer service platform. Elevate complaint/grievances to the appropriate Tribal Option Manager per policy/protocol. Other Duties as Assigned Performs other duties as requested from the Patient Registration Manager, or Member Services Manager Education/Experience/Minimum Qualifications High school diploma/GED is required. An Associate's Degree in Business and/or Accounting, or a related field, or the equivalent combination of training, education, and experience is preferred. Previous data entry experience or clerical experience with customer contact of two years is required. Three to six months in the job would be necessary to become proficient in most phases of the work. Job Knowledge Ability to establish and maintain effective working relationships with members of the CIHA team, individuals and their families, and a variety of governmental and private resources and organizations in the community. Ability to express ideas clearly and concisely and to plan and execute work effectively. Must be able to read, research, and interpret computer data or customer service platform related to patient/member interviews and eligibility searches. Basic knowledge of eligibility requirements of the Cherokee Indian Hospital and the EBCI Tribal Option including resources in the local community and neighboring counties. Requires the ability to answer and transfer calls using the phone system and utilize computer, calculator, and related office equipment. Requires knowledge of various software packages: i.e. Microsoft Excel, Word, Outlook, and the Customer Service Platform and ability to enter information or data into the applicable software package. Documentation must be in “real time”. Knowledge of interview techniques and experience in applying various policies and procedures in the performance of assigned duties. Must be able to maintain specified records, files, and logs of the department. Must have excellent communication skills, both written and verbal. Requires the ability to work independently or as a member of a team. Valid NCDL required. Knowledge and ability to work within multiple systems simultaneously. Knowledge of complaint/grievance workflows call transfer matrix as well as Tribal Option information and how to locate Tribal Option information to assist Members/Providers. Knowledge of the population served and about the Cherokee culture preferred. Complexity of Duties This position is responsible for assisting individuals connect to the right service or entity within CIHA/EBCI Tribal Option or the ability to refer to applicable entity based upon eligibility criteria. As such, the position requires the ability to listen and filter relevant information in order to refer accordingly without causing confusion or disruption to the communication event. Duties require the application of judgment and problem-solving skills in order to be effective. At times may be dealing with individuals who are concerned about access to services, dissatisfied, agitated or emotional. The position requires ability to operate multiple software packages, documenting information in the appropriate software platform. In addition, the position must possess phone skills, including familiarity with complex or multi-line phone systems. Responsibility for Accuracy Typically, this position is the initial point of contact patients checking in for services rendered at CIHA and also for calls received via the EBCI Tribal Option Member/Provider Service Line. As such, accuracy is of upmost importance to ensure that eligibility data is accurate and information shared is accurate. Responsible for accuracy of demographic, eligibility and insurance information obtained and entered into BPRM/RPMS. Errors can be detected through interview techniques and subsequent interviews with patients or Members. Work can be verified or checked by the immediate supervisor, or other hospital staff. Incoming or outgoing calls can be monitored to ensure accuracy and adherence to approved scripts. Logged calls and complaints/grievances must be accurate and meet state reporting requirements. NC Medicaid requires that calls from Members and Providers be answered in a certain manner, adhering to approved scripts. In addition, documentation must be gathered in real time, addressing all required fields so that reporting may be conducted and submitted in accordance to the DHHS Tribal Option Contract. NC Medicaid or other regulatory agencies may conduct “mystery shopping”, audits or reviews to ensure compliance to EBCI Tribal Option requirements. Contact with Others This position has primary contact with patients/members and providers for the purpose of conducting interviews, answering the Tribal Option Member/Provider line, accepting and documenting grievances/complaints and the patient/member registration process. Secondary contacts include, but not limited to staff within CIHA such as medical records staff, pharmacy staff, billing office staff, and contract health staff and other external entities visiting CIHA or calling in. All contacts require tact, courtesy, and professional decorum. Utmost sensitivity and confidentiality is required when dealing with patients and families. Consistently demonstrates superior customer service to patients/members, providers, and customers. Ensures excellent customer service is provided to all patients/members, providers, and customers by seeking out opportunities to be of service. Confidential Data All health information and data is considered highly confidential and strict adherence to all applicable policies is required. The position has access to highly confidential patient/member medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical, and all other pertinent information that comes to his/her attention or knowledge. The Act carries both civil and criminal penalties for unlawful disclosure of records. Violations of such confidentiality shall be cause for adverse action. The individual must always adhere to all CIHA/EBCI Tribal Option confidentiality and security policies and procedures. Mental/Visual/Physical The level of concentration varies with tasks, with close attention to detail required while entering data and verifying accuracy of information. Duties of this position require the employee to be mobile, reach with hands and arms, speak, and hear. Must have visual acuity. Position is subject to frequent interruptions, requiring varied responses. Must be able to handle multiple projects simultaneously, work independently, and meet deadlines and time frames. May occasionally move more than 15 pounds. Resourcefulness and Initiative Follows well defined procedures with initiative and judgment required maintaining accuracy and complete tasks in a timely fashion. Environment Majority of work is performed within the hospital environment requiring interaction throughout the hospital. Occasional travel is required. Immunizations are required of all employees. Customer Service Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA's guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.

Primary Function Greets all patients, families, visitors and coworkers in a prompt, polite, and helpful manner and directs them, as necessary. Determine, verify, and explain CIHA eligibility to patients, check-in or registering patients for their visits, and answering all incoming calls to the facility. Answers the EBCI Tribal Option Member/Provider Services1800 number and effectively direct callers to the appropriate party, provide warm transfers when necessary and appropriate and provide external referral information to assist members/providers to get their needs met. Responsible for conducting patient interviews, distributing, and obtaining signatures for paperwork, entering pertinent information including demographic and insurance, verifying insurance eligibility, determining, verifying, and explaining services, and collecting co-pays if applicable. Receives complaint/grievance calls in a welcoming and supportive manner. Logs complaint/grievance information into the customer service platform and elevates complaint/grievance calls as appropriate to Tribal Option Management staff. Job Duties Patient Relations Duties Interviews patients to obtain pertinent patient registration information, i.e., demographic and insurance information and authorization to enable the Business Office to bill for health care services provided from all alternate resources, including the non-beneficiary service. Verifies all information collected for accuracy. Verifies insurance coverage through the health plan and determines applicable co-payment and collects co-payment if applicable. Creates and completes new charts in the BPRM Patient Registration System after researching and verifying that there is not an existing chart for the patient. This will include inpatient, outpatient, emergencies and after hour patients, dental patients, and mental health patients. Obtains and verifies the health records in the BPRM Patient Registration System for Medicaid, Medicare, and private/commercial insurance eligibility information for all patients seen prior to all clinic visits. Obtains signature for file on all required forms for alternate resource and contract health services prior to patients being seen in the clinics for billing purposes and/or contract health services eligibility. Makes corrections as necessary to improve the Patient Registration System. Updates PRC eligibility with proper documentation. Collects third party recipient health cards, obtains photocopies of the card and explains the program to the beneficiaries, i.e., why Medicare, Medicaid and/or Private Insurances will be billed for services they receive at the Cherokee Indian Hospital. Interviews patients to obtain information to initiate a new health record and/or communicate to Medical Records to reactivate a retire/stored record. Enters all information into the BPRM Patient Registration System and prints appropriate forms. Upon direction initiates all admitting forms to complete the admission with current patient data, including BPRM Patient Registration System. Initiates patient identification bands for admission. Completes Medicare Secondary Payer Questionnaire for Medicare beneficiaries and files appropriately. Transcribes all new insurance information into the BPRM system in all the appropriate fields. Verifies if patient has NC BCBS, NC Medicaid, or other private insurance. Calls pending verification patients before appointments to remind of documentation to bring in i.e., driver's license, enrollment care, proofs of residency, etc. Obtains patient signature for Service Agreements, Notice of Privacy Practices, etc., scans forms signed by patients into VISTA. Documents MVA/WC in BPRM/RPMS by obtaining signatures for appropriate forms, giving clinic appropriate documents, obtaining police reports, entering appropriate benefit for coverage in order for the Business Office to bill correctly and alerts clinic staff. Documents all changes, updates on the notes page with date, and initials. Collects fees and co-pays from non-beneficiaries, prints register and credit card report at end of shift, maintains petty cash and turns all receipts and reports into Finance. Member/Patient Service Duties Answers eligibility questions for new patients or Members and lets the individual know what the benefits are based upon eligibility status. Answers the Member/Provider 1800 Tribal Option line consistently and provides information, warm transfers, and referral information as appropriate and necessary to ensure caller's needs are met. Member/Provider toll free number is to be answered during the CIHA Business Day defined as Monday-Friday 8:00-4:30, except for posted CIHA holidays. Follow approved Service Line scripts to ensure correct, consistent information is provided to the Member/Provider. Log every call received into the customer service platforms, CEEP and/or NCCARE360, to ensure appropriate documentation and resolution of all calls. This is the foundation of data that is required to be provided to the state as part of the PCCM Tribal Option Contract. Promptly returns calls to individuals or entities if a request for a call back is made after hours, the return phone call shall be made the following CIHA business Day during normal hours of operation. Triages the message and notifies applicable business owner based upon the type of information requested. Answer any inquires related to the Healthy Opportunities Pilot Program and direct calls to the appropriate staff member, department and/or outside entities. Answers telephone switchboard for all CIHA facilities and directs calls to appropriate staff member/department. Maintains an updated list of all departments, personnel, and extensions to assure proper transfer of calls. Greets visitors when necessary, answers questions, or directs them to the appropriate person or department. Maintains the vendor/visitor sign in and provides vendor/visitors with Visitor badge. Keeps a log of after hour call-in referrals and turns into PRC during regular business hours. Determines the need for interpreter or translation services and accesses the necessary platform(s) to ensure the individual receives communication in the manner necessary to provide effective communication with the individual. This includes but not limited to calls to/from Members with limited English Proficiency, as well as Members with communication impairments, including those with hearing, deaf-blind callers to include TTY, captioned phones, and amplified phones. Documenting Member/Provider Grievances Document all Provider or Member grievances/complaints received via the service lines or in person. Provide complete and appropriate documentation of all complaints/grievances within the customer service platform. Elevate complaint/grievances to the appropriate Tribal Option Manager per policy/protocol. Other Duties as Assigned Performs other duties as requested from the Patient Registration Manager, or Member Services Manager Education/Experience/Minimum Qualifications High school diploma/GED is required. An Associate's Degree in Business and/or Accounting, or a related field, or the equivalent combination of training, education, and experience is preferred. Previous data entry experience or clerical experience with customer contact of two years is required. Three to six months in the job would be necessary to become proficient in most phases of the work. Job Knowledge Ability to establish and maintain effective working relationships with members of the CIHA team, individuals and their families, and a variety of governmental and private resources and organizations in the community. Ability to express ideas clearly and concisely and to plan and execute work effectively. Must be able to read, research, and interpret computer data or customer service platform related to patient/member interviews and eligibility searches. Basic knowledge of eligibility requirements of the Cherokee Indian Hospital and the EBCI Tribal Option including resources in the local community and neighboring counties. Requires the ability to answer and transfer calls using the phone system and utilize computer, calculator, and related office equipment. Requires knowledge of various software packages: i.e. Microsoft Excel, Word, Outlook, and the Customer Service Platform and ability to enter information or data into the applicable software package. Documentation must be in “real time”. Knowledge of interview techniques and experience in applying various policies and procedures in the performance of assigned duties. Must be able to maintain specified records, files, and logs of the department. Must have excellent communication skills, both written and verbal. Requires the ability to work independently or as a member of a team. Valid NCDL required. Knowledge and ability to work within multiple systems simultaneously. Knowledge of complaint/grievance workflows call transfer matrix as well as Tribal Option information and how to locate Tribal Option information to assist Members/Providers. Knowledge of the population served and about the Cherokee culture preferred. Complexity of Duties This position is responsible for assisting individuals connect to the right service or entity within CIHA/EBCI Tribal Option or the ability to refer to applicable entity based upon eligibility criteria. As such, the position requires the ability to listen and filter relevant information in order to refer accordingly without causing confusion or disruption to the communication event. Duties require the application of judgment and problem-solving skills in order to be effective. At times may be dealing with individuals who are concerned about access to services, dissatisfied, agitated or emotional. The position requires ability to operate multiple software packages, documenting information in the appropriate software platform. In addition, the position must possess phone skills, including familiarity with complex or multi-line phone systems. Responsibility for Accuracy Typically, this position is the initial point of contact patients checking in for services rendered at CIHA and also for calls received via the EBCI Tribal Option Member/Provider Service Line. As such, accuracy is of upmost importance to ensure that eligibility data is accurate and information shared is accurate. Responsible for accuracy of demographic, eligibility and insurance information obtained and entered into BPRM/RPMS. Errors can be detected through interview techniques and subsequent interviews with patients or Members. Work can be verified or checked by the immediate supervisor, or other hospital staff. Incoming or outgoing calls can be monitored to ensure accuracy and adherence to approved scripts. Logged calls and complaints/grievances must be accurate and meet state reporting requirements. NC Medicaid requires that calls from Members and Providers be answered in a certain manner, adhering to approved scripts. In addition, documentation must be gathered in real time, addressing all required fields so that reporting may be conducted and submitted in accordance to the DHHS Tribal Option Contract. NC Medicaid or other regulatory agencies may conduct “mystery shopping”, audits or reviews to ensure compliance to EBCI Tribal Option requirements. Contact with Others This position has primary contact with patients/members and providers for the purpose of conducting interviews, answering the Tribal Option Member/Provider line, accepting and documenting grievances/complaints and the patient/member registration process. Secondary contacts include, but not limited to staff within CIHA such as medical records staff, pharmacy staff, billing office staff, and contract health staff and other external entities visiting CIHA or calling in. All contacts require tact, courtesy, and professional decorum. Utmost sensitivity and confidentiality is required when dealing with patients and families. Consistently demonstrates superior customer service to patients/members, providers, and customers. Ensures excellent customer service is provided to all patients/members, providers, and customers by seeking out opportunities to be of service. Confidential Data All health information and data is considered highly confidential and strict adherence to all applicable policies is required. The position has access to highly confidential patient/member medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical, and all other pertinent information that comes to his/her attention or knowledge. The Act carries both civil and criminal penalties for unlawful disclosure of records. Violations of such confidentiality shall be cause for adverse action. The individual must always adhere to all CIHA/EBCI Tribal Option confidentiality and security policies and procedures. Mental/Visual/Physical The level of concentration varies with tasks, with close attention to detail required while entering data and verifying accuracy of information. Duties of this position require the employee to be mobile, reach with hands and arms, speak, and hear. Must have visual acuity. Position is subject to frequent interruptions, requiring varied responses. Must be able to handle multiple projects simultaneously, work independently, and meet deadlines and time frames. May occasionally move more than 15 pounds. Resourcefulness and Initiative Follows well defined procedures with initiative and judgment required maintaining accuracy and complete tasks in a timely fashion. Environment Majority of work is performed within the hospital environment requiring interaction throughout the hospital. Occasional travel is required. Immunizations are required of all employees. Customer Service Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA's guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.

DESCRIPTION Registrar Department: Academic Affairs Title of Immediate Supervisor: Vice President and Dean of the College Expected Daily Work Hours: 8 Expected Weekly Work Schedule: M-Fri. 8:00 am - 5:00p Pay Range: $64,510 - $67,906 About Maryville College: Maryville College is a nationally ranked institution of higher learning and one of America's oldest colleges. For more than 200 years, we've educated students to be giving citizens and gifted leaders to study everything so that they are prepared for anything. Our graduates are equipped to address complex problems, engage with diverse communities, and launch meaningful careers. Nestled in Maryville, Tennessee, between the Great Smoky Mountains National Park and the city of Knoxville, our campus combines the beauty of a rural setting with the advantages of an urban center. With a wide range of academic programs and a strong tradition of career preparation, our alumni live "strong of mind and brave of heart," carrying forward our Presbyterian founder's charge to do good on the largest possible scale. Mission As an employer, Maryville College offers more than a mission - it offers support. Our employees receive a comprehensive benefits package that includes medical, dental, and vision coverage, a generous paid time off program, a retirement plan with an employer match of up to 5%, and the opportunity to grow in a collaborative community that values both professional excellence and personal well-being. "Maryville College prepares students for lives of citizenship and leadership as we challenge each one to search for truth, grow in wisdom, work for justice and dedicate a life of creativity and service to the peoples of the world." Values: * Scholarship: We commit ourselves to lifelong curiosity and learning, to the search for knowledge, and to intellectual creativity. * Respect: We commit ourselves to honor the worth, dignity, and freedom of ourselves and all creation, and to treat others as we wish to be treated. * Integrity: We commit ourselves to truth, honesty, dependability, and responsibility in all our actions and relationships. SUMMARY The Registrar serves as the official custodian of academic records and manages all aspects of the Registrar's Office. This includes degree requirements management, course registration and scheduling, academic records management, transcript evaluation, graduation certification, compliance with federal/state regulations (FERPA), and reporting to internal and external stakeholders. The Registrar plays a highly collaborative role, working across academic and administrative divisions, navigating complex and sometimes competing or overlapping timelines, and strategically aligning Registrar functions with institutional priorities. The position also supervises staff and ensures excellent service to students, faculty, staff and alumni. Education and Experience required to ensure success in this position: Education required to ensure success in this position: * Master's degree preferred in Business Administration, Management, Information Systems or a related field or at least five years of relevant work experience, preferably in college/university registrar's office setting. Experience required to ensure success in this position: * 4 years of progressively responsible relevant experience in higher education administration or a related field preferably in a registrar's or adjacent office, to include two years in a supervisory capacity required. * Strong supervisory, organizational, and communication skills. * A demonstrated commitment to accuracy, confidentiality, and professional integrity. * Demonstrated success managing student information systems, records management, data reporting, and compliance with federal/state regulations (FERPA, DOE). * Experience collaborating across all college divisions and managing multiple priorities, timelines, and complex processes. * Evidence of implementing process improvements and adopting new technologies to improve efficiency and service. ESSENTIAL FUNCTIONS Leadership and Collaboration: * Provide leadership for the Registrar's Office, supervising staff and fostering a culture of service, accountability, and continuous improvement. * Collaborate with faculty, division chairs, IT, and administrative offices to align operations with institutional priorities and support student success. * Serve as an Ex Officio member of the Academic Life Committee Council (ALC) and advise campus leadership on academic policy and compliance. Academic Records and Compliance * Serve as official custodian of academic records, ensuring completeness and accuracy of student data; manage storage, security, retention, and destruction of records in compliance with FERPA, institutional policy, federal/state regulations, and accreditation standards. * Ensure compliance with and execution of institutional policies and procedures related to academic records, including academic progress audits, attendance tracking, grade reporting, and all federal/state audit requirements. * Act as or assist institutional liaison with internal and external Veteran Affairs Certifying Official agencies to, execute VA certification procedures and provide guidance to leadership on impacts of VA laws and funding programs. * Serve as institutional FERPA Compliance Officer, providing guidance and oversight of the Student Information Breach Incident Response Plan. Curriculum, Registration, and Student Progression * Oversee registration, scheduling, academic calendar, grading, withdrawals, probation, suspension, transfer credit, honors, class rank, graduation certification, and import of new student information from Admissions. * Maintain and update the SIS course catalog, prerequisites, degree plans and audits, and transfer pathways based on faculty and ALC changes. * Provide official graduation lists, records for commencement, and transcript/authentication services for internal and external use. * Collaborate with manager of academic catalog to ensure completeness and accuracy of ALC/faculty-approved updates. Data, Technology, and Reporting * Collaborate with IT and vendors to optimize the SIS (Jenzabar), ensuring accurate and efficient use of systems. * Develop, analyze, and distribute reports (ad hoc and complex data queries) to support internal decision-making, accreditation, and external reporting requirements. * Train staff and campus stakeholders on report use, data interpretation, and system functions. Stakeholder & Student Service and Institutional Support * Resolve student, faculty, and alumni concerns with professionalism and proactive solutions, reducing recurring issues through communication and process improvement. * Ensure quality service in all Registrar functions, contributing to student, faculty, and alumni satisfaction. * Communicate effectively with diverse stakeholders to provide guidance on policies, compliance, and academic record-keeping. Fiscal Oversight * Manage the Registrar's Office budget, ensuring responsible stewardship of institutional resources. * Recommend and implement process improvements that increase efficiency, reduce errors, and support mission alignment. NOTE: Other roles/duties will be assigned as necessary to assist the College in the attainment of the goals set forth and the enhancement of a positive, respectful learning environment for all staff, faculty, and students. Knowledge, Skills, and Abilities * Proficiency with student information systems (Jenzabar preferred), including data entry, data extraction, analysis, and reporting. * Strong analytical, problem-solving, and communication skills, with the ability to prepare reports, policies, correspondence, and presentations. * Knowledge of federal and state regulations, including FERPA and DoEd certification requirements, with VA certifying experience preferred * Ability to collaborate across divisions, build supportive relationships, and work effectively with diverse populations. * Skill in assessing processes, incorporating input for decision-making, and implementing improvements. * Fiscal management experience with attention to detail, confidentiality, and stewardship of institutional resources. * Demonstrated adaptability in managing multiple priorities, timelines, and complex workflows. License, certification, or registration necessary: * Valid driver's license required for occasional travel to workshops, conferences, or professional meetings. * Professional development or certification in registrar/records management (e.g., AACRAO) preferred. * VA Certifying Professional is preferred. Work Environment and Physical Requirements: * Work performed primarily in an office setting with regular use of computers, phones, and standard office equipment. * Requires extended periods of sitting and occasional standing, walking, bending, reaching, and lifting up to 20 pounds. * Ability to navigate campus facilities and grounds, and travel to workshops or professional conferences as needed. * Must manage multiple tasks in a busy environment with frequent interruptions. * Flexibility to work evenings and weekends during peak periods (e.g., registration, graduation).

Taylor Hearing Centers, part of AudioNova 1617 E. Broadway Ave. Maryville, TN 37804 Current pay: $18.40 an hour + Sales Incentive Program! Clinic Hours: Monday-Friday, 8:30am-5:00pm What We Offer: * Medical, Dental, Vision Coverage * 401K with a Company Match * FREE hearing aids to all employees and discounts for qualified family members * PTO and Holiday Time * No Nights or Weekends! * Legal Shield and Identity Theft Protection * 1 Floating Holiday per year Job Description: The Hearing Care Coordinator (HCC) works closely with the clinical staff to ensure patients are provided with quality care and service. By partnering with the Hearing Care Professionals onsite, the HCC provides support to referring physicians and patients. The HCC will schedule appointments, verify insurance benefits and details, and assist with support needs within the clinic. Be sure to click 'Take Assessment' during the application process to complete your HireVue Digital Interview. These links will also be sent to your email and phone. Please note that your application cannot be considered without completing this assessment. This is your opportunity to shine and advance your application quickly and effortlessly! You'll also gain an exclusive look at the Hearing Care Coordinator role and discover what makes AudioNova such an exceptional place to grow, belong, and make a meaningful impact. Congratulations on taking the first step toward joining the AudioNova team! As a Hearing Care Coordinator, you will: * Greet patients with a positive and professional attitude * Place outbound calls to current and former patients for the purpose of scheduling follow-up hearing tests and consultations and weekly evaluations for the clinic * Collect patient intake forms and maintain patient files/notes * Schedule/Confirm patient appointments * Complete benefit checks and authorization for each patients' insurance * Provide first level support to patients, answer questions, check patients in/out, and collect and process payments * Process repairs under the direct supervision of a licensed Hearing Care Professional * Prepare bank deposits and submit daily reports to finance * General sales knowledge for accessories and any patient support * Process patient orders, receive all orders and verify pick up, input information into system * Clean and maintain equipment and instruments * Submit equipment and facility requests * General office duties, including cleaning * Manage inventory, order/monitor stock, and submit supply orders as needed * Assist with event planning and logistics for at least 1 community outreach event per month Education: * High School Diploma or equivalent * Associates degree, preferred Industry/Product Knowledge Required: * Prior experience/knowledge with hearing aids is a plus Skills/Abilities: * Professional verbal and written communication * Strong relationship building skills with patients, physicians, clinical staff * Experience with Microsoft Office and Outlook * Knowledge of HIPAA regulations * EMR/EHR experience a plus Work Experience: * 2+ years in a health care environment is preferred * Previous customer service experience is required We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability. We thank all applicants in advance; however, only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Director, Human Resources. #INDPCC Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Taylor Hearing Centers, part of AudioNova 1617 E. Broadway Ave. Maryville, TN 37804 Current pay: $18.40 an hour + Sales Incentive Program! Clinic Hours: Monday-Friday, 8:30am-5:00pm What We Offer: Medical, Dental, Vision Coverage 401K with a Company Match FREE hearing aids to all employees and discounts for qualified family members PTO and Holiday Time No Nights or Weekends! Legal Shield and Identity Theft Protection 1 Floating Holiday per year Job Description: The Hearing Care Coordinator (HCC) works closely with the clinical staff to ensure patients are provided with quality care and service. By partnering with the Hearing Care Professionals onsite, the HCC provides support to referring physicians and patients. The HCC will schedule appointments, verify insurance benefits and details, and assist with support needs within the clinic. Be sure to click 'Take Assessment' during the application process to complete your HireVue Digital Interview. These links will also be sent to your email and phone. Please note that your application cannot be considered without completing this assessment. This is your opportunity to shine and advance your application quickly and effortlessly! You'll also gain an exclusive look at the Hearing Care Coordinator role and discover what makes AudioNova such an exceptional place to grow, belong, and make a meaningful impact. Congratulations on taking the first step toward joining the AudioNova team! As a Hearing Care Coordinator, you will: Greet patients with a positive and professional attitude Place outbound calls to current and former patients for the purpose of scheduling follow-up hearing tests and consultations and weekly evaluations for the clinic Collect patient intake forms and maintain patient files/notes Schedule/Confirm patient appointments Complete benefit checks and authorization for each patients' insurance Provide first level support to patients, answer questions, check patients in/out, and collect and process payments Process repairs under the direct supervision of a licensed Hearing Care Professional Prepare bank deposits and submit daily reports to finance General sales knowledge for accessories and any patient support Process patient orders, receive all orders and verify pick up, input information into system Clean and maintain equipment and instruments Submit equipment and facility requests General office duties, including cleaning Manage inventory, order/monitor stock, and submit supply orders as needed Assist with event planning and logistics for at least 1 community outreach event per month Education: High School Diploma or equivalent Associates degree, preferred Industry/Product Knowledge Required: Prior experience/knowledge with hearing aids is a plus Skills/Abilities: Professional verbal and written communication Strong relationship building skills with patients, physicians, clinical staff Experience with Microsoft Office and Outlook Knowledge of HIPAA regulations EMR/EHR experience a plus Work Experience: 2+ years in a health care environment is preferred Previous customer service experience is required We love to work with great people and strongly believe that a diverse team makes us better. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of race, color, creed/religion, sex, sexual orientation, marital status, age, mental or physical disability. We thank all applicants in advance; however, only individuals selected for an interview will be contacted. All applications will be kept confidential. Sonova is an equal opportunity employer. Applicants who require reasonable accommodation to complete the application and/or interview process should notify the Director, Human Resources. #INDPCC

BenchMark Physical Therapy, a brand partner of Upstream Rehabilitation, is looking for a PART TIME-Patient Care Coordinator to join our team in Farragut, TN Are you looking for a position in a growing organization where you can make a significant impact on the lives of others? What is a Patient Care Coordinator? A Patient Care Coordinator is an entry-level office role that is responsible for maintaining pleasant and consistent daily operations of the clinic. Our Patient Care Coordinators have excellent customer service skills. Patient Care Coordinators learn new things - a lot! The Patient Care Coordinator multitasks in multiple computer programs each day. A day in the life of a Patient Care Coordinator: Greets everyone who enters the clinic in a friendly and welcoming manner. Schedules new referrals received by fax or by telephone from patients, physician offices. Verifies insurance coverage for patients. Collects patient payments. Maintains an orderly and organized front office workspace. Other duties as assigned. Position Summary: The Patient Care Coordinator - I (PCC-I) supports clinic growth through excellence in execution of the practice management role and patient intake processes. This individual will work in collaboration with the Clinic Director (CD) to carry out efficient clinic procedures. The PCC-I position is responsible for supporting the mission, vision, and values of Upstream Rehabilitation. Responsibilities: Core responsibilities Collect all money due at the time of service Convert referrals into evaluations Schedule patient visits Customer Service Create an inviting clinic atmosphere. Make all welcome calls Monitor and influence arrival rate through creation of a great customer experience Practice Management Manage schedule efficiently Manage document routing Manage personal overtime Manage non-clinical documentation Manage deposits Manage caseload, D/C candidate, progress note, and insurance reporting Monitor clinic inventory Training o Attend any required training with the Territory Field Trainers (TFT) for Raintree and other business process updates. Complete quarterly compliance training. Qualifications: High School Diploma or equivalent Communication skills - must be able to relate well to Business Office and Field leadership Ability to multitask, organizational detail, ability to meet deadlines, work with little to no supervision As a member of a team, must possess efficient time management and presentation skills Physical Requirements: This position is subject to inside environmental conditions: protections from weather conditions but not necessarily from temperature changes; exposed to noise consistent with indoor environment. This is a full-time position operating within normal business hours Monday through Friday, with an expectation of minimum of 40 hours per week; May be required to attend special events some evenings and weekends, or work additional hours as needed. This position is subject to sedentary work. Constantly sits, with ability to interchange with standing as needed. Constantly communicates with associates, must be able to hear and speak to accurately exchange information in these situations. Frequently operates a computer and other office equipment such as printers, phone, keyboard, mouse and copy machines using gross and fine manipulation. Constantly uses repetitive motions to type. Must be able to constantly view computer screen (near acuity) and read items on screen. Must have ability to comprehend information provided, use judgement to appropriately respond in various situations. Occasionally walks, stands, pushes or pulls 0-20 lbs., lifts 0-20 lbs. from floor to waist; carries, pushes, and pulls 0-20 lbs. Rarely crawls, crouches, kneels, stoops, climbs stairs or ladders, reaches above shoulder height, lifts under 10 lbs. from waist to shoulder. This job description is not an all-inclusive list of all duties that may be required of the incumbent and is subject to change at any time with or without notice. Incumbents must be able to perform the essential functions of the position satisfactorily and that, if requested, reasonable accommodations may be made to enable associates with disabilities to perform the essential functions of their job, absent undue hardship. Please do not contact the clinic directly. Follow @Lifeatupstream on Instagram, and check out our LinkedIn company page to learn more about what it's like to be part of the #upstreamfamily. CLICK HERE TO LEARN EVEN MORE ABOUT UPSTREAM

Description: Department: LAB Title: Phlebotomist / Patient Administrator (Laboratory Representative) Supervisor: Program Director Classification: Non-Exempt Purpose: The Laboratory Representative will assist in specimen collection. The employee will be responsible for all issues related to laboratory specimen collection and procedures. The Laboratory Representative will be responsible for lab operations and managing supplies/materials. The Laboratory Representative will work closely with the Laboratory Manager and Technologist to ensure accreditation and compliance requirements for all lab operations. Duties: The Laboratory Representative will conduct specimen collection and observance. The Laboratory Representative will conduct all duties assigned to them by the Lab Manager. Physical and Work Conditions: · Work is sedentary and ambulant with occasional physical exertion (lifting 30 or more pounds, walking, standing, etc.) ability to support patient weight in case of emergency or disability requiring assistance. · Must be able to see, stoop, sit, stand, bend, reach, and be mobile (whether natural or with accommodation). Quality of hearing (whether honest or with capacity) must be acceptable. · Must be able to communicate both verbally and in writing. Must be able to relate to and work with mentally and physically ill, disabled, emotionally upset, and hostile patients as needed. Must be emotionally stable and exhibit the ability to display coping skills to deal with multiple situations. · Risk of exposure to infections, bloodborne pathogens, and other potentially infectious materials or contagious diseases. · The Employee should understand, support, and comply with the established workplace violence, ADA, EEOC, and Corporate Compliance program and commit to worker safety, health, and patient safety. Supervisor/ Competency evaluations: Supervision and competency evaluations are provided through direct observation, staff meetings, management meetings, individual meetings, Employee Improvement Process, reporting, interactions, strategic planning, outcomes, and annual performance review. Work Environment: In-office position, with occasional travel Competencies: · Types and enters data with accuracy and attention to detail. Effectively directs and organizes daily responsibilities & workflow. · Establishes and maintains appropriate boundaries with patients, treatment team, and colleagues. · Applies knowledge and experience to solve problems; consults with others as needed. · Listens attentively and proactively asks questions for clarification as needed. · Works in collaboration with Multidisciplinary Treatment Team members · Actively proofreads and edits written communication and patient documentation. · Follow the lab's procedure for specimen collection and handling and the laboratory information system. · Maintain proper storage of samples. · Appropriately discard samples. · Maintain proper documentation of refrigerators/freezers. · Maintain a clean work area. Requirements: Mission, Vision, and Values: The employee must always overtly support the Company's Mission and Vision. The Laboratory representative must exemplify the Company's Values of Respect, Excellence, Visibility, Integrity, Dedication, and Accountability. Education and/or Experience Requirements: · High school education required. Associate degree preferred. · Phlebotomy certificate required or formal training with a training program with transcripts · Certified Medical Assistant certificate preferred. · Flexibility to work overtime or other shifts depending on business needs? · Ability to work independently and within a team environment? · Proficient with computers; Familiarity with laboratory information systems is a plus? · High level of attention to detail along with strong communication and organizational skills? · Critical thinking and strong oral/written communication with patients and providers. · Effective organizational skills and ability to maintain accurate notes and records. Continuing Education: Employees are expected to participate in appropriate continuing education. In addition, the employee is expected to accept personal responsibility for other educational activities to enhance job-related skills and abilities. The employee must attend mandatory educational programs and maintain current professional certifications as delineated above in their state, in good standing. While this job description is intended to accurately reflect the job's requirements, the Company reserves the right to add or remove duties from jobs when circumstances (e.g. emergencies, changes in workload, rush jobs or technological developments) dictate. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. Additional duties and responsibilities may be required of the job holder based upon business needs.

Access Coordinator Monday to Friday 8:00am - 5:00pm (no weekends, nights, or major holidays) Full-time, 40/hour per week Pay starts at $15 an hour with increases available based on performance. Locations available: Morristown and Newport, TN, In-Person Who we are: River Valley Health is a comprehensive Federally Qualified Health Center caring for over 70,000 patients across 13 counties in Tennessee. We provide integrated primary medical, behavioral, dental, optometry, and clinical pharmacy services through our nationally recognized integrated model of care. We are committed to serving our mission to care for all, regardless of ability to pay, through innovation, excellence, and teamwork. Key Responsibilities: Responsible for processing incoming calls to ensure patient access to healthcare services. Register new patients, schedule appointments, and facilitate communication between patients and healthcare providers. Provide information to patients about the required documentation, pre-appointment instructions, and any special preparations. Answer questions regarding access to care, insurance coverage, and medical services. Qualifications: High school diploma or equivalent. Proficient computer skills. Experience in similar roles preferred but not required. Bilingual candidates are strongly encouraged to apply. Why join us: Be part of a nonprofit organization focused on community health that values your work/life balance. Work with a dedicated team of professionals. Enjoy a comprehensive benefits package, including competitive PTO package. Equal Opportunity Employer. Job description subject to change.

Technical Customer Service Support Join our dynamic team at Foundever, where every interaction is an opportunity to make a difference! Location Requirements: Must live within 50 MILES OF 2181 W ANDREW JOHNSON HWY. MORRISTOWN, TN 37814 AND BE WILLING TO COMMUTE TO SITE DAILY: THIS IS AN ON-SITE POSITION. Job Overview Foundever is hiring Technical Customer Service Associates! We invest in our people by providing paid training along with growth and development opportunities. For example, 84% of our managers are internal promotions. Become a valued member of our dynamic team, where you will have the opportunity to deliver exceptional, personalized support by assisting customers with a range of accounting and tax platforms and applications. What We're Looking For: Ability to multitask in and navigate between screens efficiently while assisting customers Comfortable in a fast-paced environment Must be 18+ years of age High school diploma (or GED equivalent) Must pass a criminal background Key Skills and Responsibilites: Handle inbound customer service calls Drive customer satisfaction through voice, chat and email communication Navigate multiple systems and tools Recommend product solutions for unique customer needs Why You Should Join Us: Pay: $17/hour base rate + growth opportunities up to $19/hour 100% paid training Dedicated time to skill development Benefits including medical, dental, life, and vision insurance 401k retirement plan with company match Employee discounts Referral bonuses Internal Mobility (84% of our managers are promoted within) Employee Assistance Program (EAP) About Foundever Foundever is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter. Get to know us at ***************** and connect with us on Facebook, LinkedIn and Twitter. Military Partners We proudly support military families through partnerships with Military One Source and other veteran organizations. We value the unique skills and experiences that veterans bring to our workforce. EEO Foundever is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, benefits, training, discipline, and termination.

Job Description: Primary Function Greets all patients, families, visitors and coworkers in a prompt, polite, and helpful manner and directs them, as necessary. Determine, verify, and explain CIHA eligibility to patients, check-in or registering patients for their visits, and answering all incoming calls to the facility. Answers the EBCI Tribal Option Member/Provider Services1800 number and effectively direct callers to the appropriate party, provide warm transfers when necessary and appropriate and provide external referral information to assist members/providers to get their needs met. Responsible for conducting patient interviews, distributing, and obtaining signatures for paperwork, entering pertinent information including demographic and insurance, verifying insurance eligibility, determining, verifying, and explaining services, and collecting co-pays if applicable. Receives complaint/grievance calls in a welcoming and supportive manner. Logs complaint/grievance information into the customer service platform and elevates complaint/grievance calls as appropriate to Tribal Option Management staff. Job Duties Patient Relations DutiesInterviews patients to obtain pertinent patient registration information, i. e. , demographic and insurance information and authorization to enable the Business Office to bill for health care services provided from all alternate resources, including the non-beneficiary service. Verifies all information collected for accuracy. Verifies insurance coverage through the health plan and determines applicable co-payment and collects co-payment if applicable. Creates and completes new charts in the BPRM Patient Registration System after researching and verifying that there is not an existing chart for the patient. This will include inpatient, outpatient, emergencies and after hour patients, dental patients, and mental health patients. Obtains and verifies the health records in the BPRM Patient Registration System for Medicaid, Medicare, and private/commercial insurance eligibility information for all patients seen prior to all clinic visits. Obtains signature for file on all required forms for alternate resource and contract health services prior to patients being seen in the clinics for billing purposes and/or contract health services eligibility. Makes corrections as necessary to improve the Patient Registration System. Updates PRC eligibility with proper documentation. Collects third party recipient health cards, obtains photocopies of the card and explains the program to the beneficiaries, i. e. , why Medicare, Medicaid and/or Private Insurances will be billed for services they receive at the Cherokee Indian Hospital. Interviews patients to obtain information to initiate a new health record and/or communicate to Medical Records to reactivate a retire/stored record. Enters all information into the BPRM Patient Registration System and prints appropriate forms. Upon direction initiates all admitting forms to complete the admission with current patient data, including BPRM Patient Registration System. Initiates patient identification bands for admission. Completes Medicare Secondary Payer Questionnaire for Medicare beneficiaries and files appropriately. Transcribes all new insurance information into the BPRM system in all the appropriate fields. Verifies if patient has NC BCBS, NC Medicaid, or other private insurance. Calls pending verification patients before appointments to remind of documentation to bring in i. e. , driver's license, enrollment care, proofs of residency, etc. Obtains patient signature for Service Agreements, Notice of Privacy Practices, etc. , scans forms signed by patients into VISTA. Documents MVA/WC in BPRM/RPMS by obtaining signatures for appropriate forms, giving clinic appropriate documents, obtaining police reports, entering appropriate benefit for coverage in order for the Business Office to bill correctly and alerts clinic staff. Documents all changes, updates on the notes page with date, and initials. Collects fees and co-pays from non-beneficiaries, prints register and credit card report at end of shift, maintains petty cash and turns all receipts and reports into Finance. Member/Patient Service DutiesAnswers eligibility questions for new patients or Members and lets the individual know what the benefits are based upon eligibility status. Answers the Member/Provider 1800 Tribal Option line consistently and provides information, warm transfers, and referral information as appropriate and necessary to ensure caller's needs are met. Member/Provider toll free number is to be answered during the CIHA Business Day defined as Monday-Friday 8:00-4:30, except for posted CIHA holidays. Follow approved Service Line scripts to ensure correct, consistent information is provided to the Member/Provider. Log every call received into the customer service platforms, CEEP and/or NCCARE360, to ensure appropriate documentation and resolution of all calls. This is the foundation of data that is required to be provided to the state as part of the PCCM Tribal Option Contract. Promptly returns calls to individuals or entities if a request for a call back is made after hours, the return phone call shall be made the following CIHA business Day during normal hours of operation. Triages the message and notifies applicable business owner based upon the type of information requested. Answer any inquires related to the Healthy Opportunities Pilot Program and direct calls to the appropriate staff member, department and/or outside entities. Answers telephone switchboard for all CIHA facilities and directs calls to appropriate staff member/department. Maintains an updated list of all departments, personnel, and extensions to assure proper transfer of calls. Greets visitors when necessary, answers questions, or directs them to the appropriate person or department. Maintains the vendor/visitor sign in and provides vendor/visitors with Visitor badge. Keeps a log of after hour call-in referrals and turns into PRC during regular business hours. Determines the need for interpreter or translation services and accesses the necessary platform(s) to ensure the individual receives communication in the manner necessary to provide effective communication with the individual. This includes but not limited to calls to/from Members with limited English Proficiency, as well as Members with communication impairments, including those with hearing, deaf-blind callers to include TTY, captioned phones, and amplified phones. Documenting Member/Provider Grievances Document all Provider or Member grievances/complaints received via the service lines or in person. Provide complete and appropriate documentation of all complaints/grievances within the customer service platform. Elevate complaint/grievances to the appropriate Tribal Option Manager per policy/protocol. Other Duties as AssignedPerforms other duties as requested from the Patient Registration Manager, or Member Services Manager Education/Experience/Minimum QualificationsHigh school diploma/GED is required. An Associate's Degree in Business and/or Accounting, or a related field, or the equivalent combination of training, education, and experience is preferred. Previous data entry experience or clerical experience with customer contact of two years is required. Three to six months in the job would be necessary to become proficient in most phases of the work. Job KnowledgeAbility to establish and maintain effective working relationships with members of the CIHA team, individuals and their families, and a variety of governmental and private resources and organizations in the community. Ability to express ideas clearly and concisely and to plan and execute work effectively. Must be able to read, research, and interpret computer data or customer service platform related to patient/member interviews and eligibility searches. Basic knowledge of eligibility requirements of the Cherokee Indian Hospital and the EBCI Tribal Option including resources in the local community and neighboring counties. Requires the ability to answer and transfer calls using the phone system and utilize computer, calculator, and related office equipment. Requires knowledge of various software packages: i. e. Microsoft Excel, Word, Outlook, and the Customer Service Platform and ability to enter information or data into the applicable software package. Documentation must be in “real time”. Knowledge of interview techniques and experience in applying various policies and procedures in the performance of assigned duties. Must be able to maintain specified records, files, and logs of the department. Must have excellent communication skills, both written and verbal. Requires the ability to work independently or as a member of a team. Valid NCDL required. Knowledge and ability to work within multiple systems simultaneously. Knowledge of complaint/grievance workflows call transfer matrix as well as Tribal Option information and how to locate Tribal Option information to assist Members/Providers. Knowledge of the population served and about the Cherokee culture preferred. Complexity of Duties This position is responsible for assisting individuals connect to the right service or entity within CIHA/EBCI Tribal Option or the ability to refer to applicable entity based upon eligibility criteria. As such, the position requires the ability to listen and filter relevant information in order to refer accordingly without causing confusion or disruption to the communication event. Duties require the application of judgment and problem-solving skills in order to be effective. At times may be dealing with individuals who are concerned about access to services, dissatisfied, agitated or emotional. The position requires ability to operate multiple software packages, documenting information in the appropriate software platform. In addition, the position must possess phone skills, including familiarity with complex or multi-line phone systems. Responsibility for Accuracy Typically, this position is the initial point of contact patients checking in for services rendered at CIHA and also for calls received via the EBCI Tribal Option Member/Provider Service Line. As such, accuracy is of upmost importance to ensure that eligibility data is accurate and information shared is accurate. Responsible for accuracy of demographic, eligibility and insurance information obtained and entered into BPRM/RPMS. Errors can be detected through interview techniques and subsequent interviews with patients or Members. Work can be verified or checked by the immediate supervisor, or other hospital staff. Incoming or outgoing calls can be monitored to ensure accuracy and adherence to approved scripts. Logged calls and complaints/grievances must be accurate and meet state reporting requirements. NC Medicaid requires that calls from Members and Providers be answered in a certain manner, adhering to approved scripts. In addition, documentation must be gathered in real time, addressing all required fields so that reporting may be conducted and submitted in accordance to the DHHS Tribal Option Contract. NC Medicaid or other regulatory agencies may conduct “mystery shopping”, audits or reviews to ensure compliance to EBCI Tribal Option requirements. Contact with Others This position has primary contact with patients/members and providers for the purpose of conducting interviews, answering the Tribal Option Member/Provider line, accepting and documenting grievances/complaints and the patient/member registration process. Secondary contacts include, but not limited to staff within CIHA such as medical records staff, pharmacy staff, billing office staff, and contract health staff and other external entities visiting CIHA or calling in. All contacts require tact, courtesy, and professional decorum. Utmost sensitivity and confidentiality is required when dealing with patients and families. Consistently demonstrates superior customer service to patients/members, providers, and customers. Ensures excellent customer service is provided to all patients/members, providers, and customers by seeking out opportunities to be of service. Confidential Data All health information and data is considered highly confidential and strict adherence to all applicable policies is required. The position has access to highly confidential patient/member medical and personal information. The Privacy Act of 1974 mandates that the incumbent shall maintain complete confidentiality of all administrative, medical, and all other pertinent information that comes to his/her attention or knowledge. The Act carries both civil and criminal penalties for unlawful disclosure of records. Violations of such confidentiality shall be cause for adverse action. The individual must always adhere to all CIHA/EBCI Tribal Option confidentiality and security policies and procedures. Mental/Visual/Physical The level of concentration varies with tasks, with close attention to detail required while entering data and verifying accuracy of information. Duties of this position require the employee to be mobile, reach with hands and arms, speak, and hear. Must have visual acuity. Position is subject to frequent interruptions, requiring varied responses. Must be able to handle multiple projects simultaneously, work independently, and meet deadlines and time frames. May occasionally move more than 15 pounds. Resourcefulness and Initiative Follows well defined procedures with initiative and judgment required maintaining accuracy and complete tasks in a timely fashion. Environment Majority of work is performed within the hospital environment requiring interaction throughout the hospital. Occasional travel is required. Immunizations are required of all employees. Customer Service Consistently demonstrates superior customer service skills to patients/customers by demonstrating characteristics that align with CIHA's guiding principles and core values. Ensure excellent customer service is provided to all patients/customers by seeking out opportunities to be of service.