Serves as a key point of contact for patients, delivering exceptional customer service through professional, compassionate, and efficient communication. Manages high-volume inbound and outbound calls, assisting patients with scheduling appointments across Maternal Fetal Medicine, General Obstetrics and Gynecology, Minimally Invasive Gynecological Surgery and Urogynecology services while ensuring a seamless and positive experience. Greeting patients warmly, facilitating smooth registration processes, verifying insurance and referral requirements, and accurately documenting patient information in the electronic medical record. Demonstrates a commitment to patient satisfaction, access to care, and continuity by addressing patient needs with responsiveness, empathy, and attention to detail.

This position is primarily based out of the Newport News office location however travel will be required to all office locations and throughout all divisions to meet the department’s demands.

Patient Access, Scheduling & Phone Operations – 45%

• Check in and register patients.
• Scan insurance cards and picture IDs into EPIC at each visit.
• Answer the telephone in accordance with Medical Group Standards.
• Complete EPIC tasks in accordance with Medical Group Standards.
• Monitor and resolve MyChart patient registration issues through EPIC work queues.
• Work pre-and post-registration work queue tasks in the days ahead and after appointments.
• Run and review the DAR and contact patients who have a 40% chance no show rate, to confirm date, time and location of their appointment, and remind patients of their copayments that are due at the time of service.
• Triage calls appropriately, including transferring, documenting messages in EMR, and routing to clinical staff when appropriate.  
• Contact patients regarding bumped or adjusted appointments and assist with timely rescheduling.
• Maintain and manage EPIC In-Baskets, including timely message review and task completion.
• Maintain and manage all scheduling reports to ensure patients receive timely follow up regarding visits.
• Ensure accuracy and completeness of patient information within EPIC.

Check-Out & Patient Experience – 30%

• Perform patient check-out functions, including scheduling follow-up appointments and ensuring patients understand next steps in care.
• Provide courteous, professional, and patient-centered service during all interactions, both in person and via phone.
• Support a seamless end-of-visit experience by reinforcing instructions and addressing scheduling needs.

Insurance Verification, Referrals & Financial Collection – 20%

• Verify patient demographics and insurance coverage for accuracy prior to scheduling.
• Determine and collect copays and outstanding balances; accurately post payments in EPIC.  Discuss self-pay arrangements with patients.
• Obtain and track referrals and authorizations from physician offices to ensure appointments are appropriately cleared.

Compliance & Administrative Support – 5%

• Ensure compliance with departmental, EVMS/ODU, and regulatory policies and procedures.
• Assist with reporting and perform additional administrative duties as needed to support front-end operations.
• Complete other duties as assigned.

Minimum Qualifications and Skills:

Preferred Qualifications:

• One (1) year office/clerical experience preferred.

• Experience performing related functions in medical practice is preferred.

• Front desk customer service experience preferred.

• Fluent in Spanish language is preferred.