Patient Access Coordinator

OrthoVirginia Inc; Manassas (VA); On-site; USD 24,796 - 38,572; Full time

Job summary

OrthoVirginia Inc. is seeking a Patient Access Coordinator - Clinical to handle incoming calls, verify information for visits, and relay accurate scheduling details to patients.

You will work within clinic teams to ensure smooth patient flow and timely responses, while upholding exceptional customer service standards. The role emphasizes collaboration with clinicians and administrative staff, maintaining knowledge of provider schedules, and adapting to system upgrades or changes in workflows to

Qualifications

• High School diploma or equivalency; applicable work experience may substitute.
• 1–3 years in call center, appointment scheduling, customer service, or medical office setting preferred.
• Strong customer service mindset and positive patient experience.

Responsibilities

• Answer calls promptly and deliver exceptional customer service.
• Clarify inquiries and determine appropriate next steps.
• Verify information prior to office visits when applicable.
• Maintain familiarity with clinic schedules and extensions to relay accurate information.
• Escalate issues that require immediate attention following workflows.
• Process Rx refills voicemails according to standard workflow.

Skills

Customer service

Communication skills

Teamwork

Healthcare knowledge

Call center experience

Scheduling

Education

High School diploma or equivalency

Job description

Patient Access Coordinator - Clinical

Responsibilities:

• Answer incoming calls promptly and professionally, delivering exceptional customer service.
• Clarify caller inquiries and determine the most appropriate course of action to meet the needs of the caller.
• Utilize designated call queues and transfer protocols to ensure efficient call resolution.
• Adhere to assigned work schedules as directed by the manager.
• Verify necessary information prior to office visits (e.g., previous physician visits, imaging such as x‑rays, etc.) when applicable.
• Maintain familiarity with clinic team/provider schedules and extensions to relay accurate information to patients.
• Assess 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.
• Monitor OVC Rx Refills voicemail inbox and process messages according to standard workflow.
• Adapt to changes such as phone system upgrades or schedule changes without disrupting workflow.
• Perform other related duties as assigned.

Job Requirements

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

Knowledge, Skills, and Abilities

• Maintain excellent customer service relationships with referral sources, patients, physicians, and peers.
• Make sound judgments and decisions.
• Dependable and punctual, able to access the system prior to start time to ensure equipment functioning appropriately.
• Adjust work location for flexibility or phone coverage when needed.
• Adhere to company expectations and policies regarding a professional work environment and customer support.
• Demonstrate professional integrity by being honest, reliable, and respectful.
• Work as a team player in a fast‑paced environment.
• Possess excellent listening and communication skills.
• Take pride in work and maintain a positive attitude.
• Help others as needed and promote a team environment emphasizing a positive patient experience.

Compensation

Pay range: $18.47–$27.70 per hour. Compensation will be based on qualifications, experience, education, skills, certifications, geography/market, and internal equity considerations.

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