Patient Access Coordinator

Position Summary: 

The Patient Access Coordinator position is responsible for assisting patients and referral sources with scheduling of appointments. Provides exceptional patient service by answering, responding, and routing a high volume of incoming calls from patients, physicians, hospitals, staff and other callers. Adheres to internal protocols to ensure consistency and quality service. Obtains accurate demographic information, and routes patient related questions to appropriate area. 

Primary Functions and Responsibilities: 

• Manages telephone calls as well as patient inquiries via mail or fax; return patient phone concierge, Website, MyChart and CIH appointment requests in a timely manner.  

• Answers phones appropriately and professionally, providing excellent customer service.  

• Clarifies information needed by the caller and determines the best course of action to meet the customer's needs.  

• Effectively communicates with physicians, patients, and other professionals and returns phone calls promptly.  

• Schedules patient's appointments in accordance with internal guidelines and physician appointment scheduling protocols.  

• Collects and enters patient's demographics in the system completely and accurately  

• Verifies patient's insurance information and confirms that OrthoVirginia participates with their insurance plan.  

• Verifies any information necessary in preparation for an office visit (e.g. if the patient has seen another physician for the same problem, if x-rays are available, etc.).  

• Direct patient calls regarding medical inquiries to the appropriate resource.  

• Send out appointment reminder card/patient packet if requested.  

• Assist with Epic Work Queues as appropriate/assigned.  

• Performs other duties as assigned 

Knowledge, Skills, and Abilities: 

• Ability to maintain excellent customer service relationships with referral sources, patients, physicians and peers.  

• Demonstrated ability to make sound judgements.  

• Dependable and able to arrive at work on time.  

• 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 in order to fully support patients.  

• Takes pride in their work and has a positive outlook. 

Position Requirements: 

• 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.  

• Experience working in a call center, handling both inbound and outbound calls.  

• Demonstrated customer service experience.  

• Healthcare industry knowledge with an emphasis on physician, clinical and business processes highly preferred.  

• Proven ability to promote teamwork and collaboration.