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.

The Patient Access Coordinator- Clinical position is responsible for assisting patients and outside source callers with enhancing clinic team accessibility and issue resolution. Provides exceptional patient service by answering, responding, and requeuing or transferring a high volume of incoming calls from patients, and other callers. Adheres to internal protocols to ensure consistency and quality service. Obtains accurate patient information and call details, resolves issues when applicable, and routes calls to clinic staff appropriately.

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.

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