Pre-Service Representative

Welcome to Ovation Healthcare! 

At Ovation Healthcare (formerly QHR Health), we’ve been making local healthcare better for more than 40 years. Our mission is to strengthen independent community healthcare. We provide independent hospitals and health systems with the support, guidance and tech-enabled shared services needed to remain strong and viable. With a strong sense of purpose and commitment to operating excellence, we help rural healthcare providers fulfill their missions.  

The Ovation Healthcare difference is the extraordinary combination of operations experience and consulting guidance that fulfills our mission of creating a sustainable future for healthcare organizations. Ovation Healthcare’s vision is to be a dynamic, integrated professional services company delivering innovative and executable solutions through experience and thought leadership, while valuing trust, respect, and customer focused behavior.  

We’re looking for talented, motivated professionals with a desire to help independent hospitals thrive. Working with Ovation Healthcare, you will have the opportunity to collaborate with highly skilled subject matter specialists and operations executives, in a collegial atmosphere of professionalism and teamwork.  

Ovation Healthcare’s corporate headquarters is located in Brentwood, TN. For more information, visit www.ovationhc.com.  

Summary: 

Pre-Service Representatives perform scheduling and/or pre-registration of patients for facility visits via telephone. This is a remote position and may also involve verifying insurance, collecting copays, obtaining authorizations, and logging data. This position is expected to provide a superior level of customer service with patient interactions.  

Duties and Responsibilities: 

• Meet individual KPIs and goals. 

• Handle inbound, dialer, and outbound calls in a timely manner 

• Schedule patient appointments per client expectation 

• Pre-Registration of patient appointments into one or more software programs 

• Verify insurance eligibility and patient liability amounts and collect financial obligation from patients 

• File, maintain logs, and perform other general administrative and team support duties as required 

• Collect data for quality improvement 

• Answer and work client emails 

• Place follow-up calls if needed 

• Other duties as assigned 

Work Experience, Education, and Certifications: 

• GED/High School Diploma 

• 6+ months previous registration experience 

• 6+ months customer service/outbound call center 

• Previous registration experience in a hospital setting preferred. 

Knowledge, Skills, and Abilities: 

• Knowledge of registration or pre-registration processes and all components associated with those processes. 

• Knowledge of HIPAA compliance 

• Knowledge of collections tactics 

• Knowledge of customer service best practices 

• Talking and typing at the same time. 

• Active Listening — Giving full attention to patients, taking time to understand patient needs and requests, asking questions as appropriate, and not interrupting at inappropriate times. 

• Customer Service – Providing excellent service to patients, going above and beyond to ensure their questions are answered, needs are met, and concerns handled. Ensuring patients feel valued and respected. 

• Speaking — Talking to others to convey information effectively. 

• Time Management — Managing one's own time effectively to maximize production. 

• Monitoring — Monitoring/Assessing performance of yourself to make improvements or take corrective action. 

• Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. 

• Typing speed – ability to type at least 40 wpm. 

Desired Qualities: 

• Attention to Detail — Job requires being careful about detail and thorough in completing work tasks. 

• Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. 

• Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. 

• Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. 

• Adaptability/Flexibility— Job requires being open to change (positive or negative) and to considerable variety in the workplace. 

• Discretion – Job requires the handling of sensitive information and keeping this information confidential. 

• Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. 

• Persistence — Job requires persistence in the face of obstacles. 

• Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. 

Working Conditions: 

• Performing work at a stationary work station for 8 hours 

• Interacting with a desktop computer or laptop 

• Ability to enter data into systems using a keyboard 

• Ability to communicate clearly with patients over a telephone system for 8 hours 

• Ability to listen to patients and accurately interpret their communication 

• Ability to work at a pace that allows the employee to meet the standard goals as set forth by management 

• Reliable high-speed internet connection is required for all remote/hybrid positions. 

• Must have access to stable Wi-Fi with sufficient bandwidth to support video conferencing, cloud-based tools, and other online work-related activities. 

• A HIPAA-compliant work environment is required, including a secure workspace free from unauthorized access or interruptions, no use of public Wi-Fi unless connected through a secure company-provided VPN, and compliance with all applicable HIPAA privacy and security regulations.