Patient Access Coordinator

OrthoVirginia Inc; Richmond (VA); On-site; USD 22,000 - 33,000; Full time

Job summary

OrthoVirginia in Richmond, VA is seeking a Patient Access Coordinator to support scheduling and patient communication. You will answer high‑volume calls from patients, referral sources, and providers, verify demographics and insurance, and route inquiries to the right teams to ensure a smooth visit.

The role emphasizes exceptional service, accurate data entry, and adherence to internal protocols. You’ll coordinate appointments with physicians and staff, manage Epic Work Queues, and contribute to

Qualifications

• High school diploma or equivalent required.
• 1–3 years in a call center, appointment scheduling, or medical office setting.
• Healthcare industry knowledge preferred; strong customer service.

Responsibilities

• Manages telephone calls and patient inquiries; returns requests promptly.
• Answers phones professionally and provides excellent customer service.
• Verifies demographics and insurance; routes questions to appropriate area.
• Schedules appointments in line with internal guidelines and protocols.
• Enters patient information accurately into the system.
• Directs medical inquiries to the appropriate resource; sends reminders.

Skills

Customer Service

Phone Etiquette

Communication

Team Player

Education

High School Diploma

Job description

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.

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.

Compensation:

• Compensation Range for this position: $16.06 - $24.09

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.

This organization participates in e-Verify. Esta organización participa en e-Verify.

With more than 150 orthopedic specialists in over 35 locations in Lynchburg, Northern Virginia, Richmond, Southwest Virginia, and Hampton Roads, OrthoVirginia is Virginia’s largest provider of orthopedic medicine and one of the leading providers of physical, hand and occupational therapy. As one of the largest orthopedic specialty practices in the country, OrthoVirginia’s nationally recognized physicians provide advanced surgical and non-surgical care to patients of all ages.