OrthoVirginia, Virginia's largest provider of expert orthopedic and therapy care, is currently seeking a full-time, experienced Lead Patient Access Coordinator to join our team! Candidate must reside in Virginia for this Remote role. Along with a collaborative, team-oriented work environment, our outstanding employment package includes competitive salaries, excellent medical, dental, and vision benefits, paid time off (PTO), a generous 401k incentive plan, short-term and long-term disability insurance, life insurance, and a company-wide wellness program.

Job-Specific Responsibilities

• Required to work from the office several times every week.
• Coach appointment schedulers to deliver high standard customer service, answer inbound and outbound requests of patients while achieving high levels of productivity.
• Assist with staff hiring and interviewing.
• Delegate tasks to staff, such as inbound and outbound patient requests and referring doctor's requests.
• Resolve escalated calls and issues.
• Monitors calls to determine customer service needs.
• Ensure that provider issues are dealt with in a timely manner.
• Determine problem areas in scheduling to help revise protocols.
• Responsible for running schedules daily to confirm all patients are accurately scheduled.
• Routinely address appointment staff questions, concerns.
• Handle escalated calls.
• Attend weekly meetings with management.
• Able to stay after 5pm to assist any agents on the phones.
• Performs other duties as assigned by management.
• 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 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 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 inquires to the appropriate resource.
• Send out appointment reminder card/patient packet if requested.
• Assist with Epic Work Queues as appropriate/assigned.

Education

High School diploma or equivalency highly preferred. Applicable work experience may be substituted for educational requirements.

Knowledge/Skills/Abilities

• Excellent attendance record.
• Strong communication skills.
• Ability to maintain excellent customer service relationship with referral sources, patients, physicians and peers.
• Demonstrated ability to make sound judgements.
• Dependable and able to arrive to 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.

Experience

• 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.