Patient Access Coordinator - Clinic

At OrthoVirginia, you’re part of a team dedicated to delivering expert orthopedic and therapy care across the state. As Virginia’s largest provider of musculoskeletal care, we offer full-time and part-time opportunities in a collaborative, team-oriented environment.

With more than 159 physicians in over 35 locations—including Lynchburg, Northern Virginia, Richmond, Southwest Virginia, and Hampton Roads—OrthoVirginia is a leader in orthopedic surgery, non-surgical care, and physical, hand, and occupational therapy. Our nationally recognized specialists treat a full range of musculoskeletal injuries and conditions, helping patients of all ages move, heal, and thrive.

Join us and become part of a trusted network committed to excellence in orthopedic care.

ESSENTIAL FUNCTIONS AND OBJECTIVES*

Job-Specific Responsibilities

• Answers incoming calls promptly and professionally, delivering exceptional customer service.
• Clarifies caller inquiries and determines the most appropriate course of action to meet the customer's needs.
• Utilizes designated call queues and transfer protocols to ensure efficient call resolution.
• Adheres to assigned work schedules as directed by the Manager.
• Verifies necessary information prior to office visit (e.g. previous physician visits, imaging such as x-rays etc.) as appliable.
• Maintains familiarity with clinic team/provider schedules and extensions to relay accurate information to patients.
• Assesses when issues require escalation for immediate or time sensitive attention following established workflows.
• Resolve patient requests in a timely manner to minimize the need for call transfers.
• Monitors OVC Rx Refills voicemails inbox and processes messages according to standard workflow.
• Adapts to changes such as phone system upgrades or schedule changes without disrupting workflow.
• Performs other related duties as assigned.

JOB REQUIREMENTS

Experience/Education/Certifications:

• High School diploma or equivalency highly preferred. Applicable work experience may be substituted for educational requirements.
• 1 - 3 years of applicable work experience, preferably in a call center, appointment scheduling, customer service or medical office setting.
• Demonstrates priority for excellent customer service and positive patient experience.
• Healthcare industry knowledge with an emphasis on physician, clinical and business processes highly preferred.
• Proven ability to promote teamwork and collaboration.

Knowledge/Skills/Abilities: 

• Ability to maintain excellent customer service relationships with referral sources, patients, physicians and peers.
• Demonstrates ability to make sound judgments.
• Dependable and able to arrive to work on time and access system prior to start time to ensure equipment functioning appropriately.
• Understands the need to adjust work location for flexibility or phone coverage.
• Willing to adhere to company expectations and policies regarding professional work environment and customer support.
• Demonstrates professional integrity by being honest, reliable and respectful.
• Proven team player and willingness to work in a fast-paced team environment.
• Excellent listening and communication skills to fully support patients.
• Take pride in their work and maintain a positive attitude.
• A willingness to help others as needed and promotes a team environment emphasizing a positive patient experience.

Compensation Range for this position:

Compensation for this role will be based on several factors, including the candidate's qualifications, relevant experience, education, skills, certifications, geography/market, and internal equity considerations.

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