Medical Receptionist

Overview

The Department of OB/GYN at Macon & Joan Brock Virginia Health Sciences at Old Dominion University is seeking an outstanding Medical Receptionist to join the team.

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. Greets patients warmly, facilitates smooth check-out processes, verifies insurance and referral requirements, and accurately documents 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 Norfolk office location, however travel will be required to all office locations and throughout all divisions to meet the department’s demands.

Responsibilities

Patient Access, Scheduling & Phone Operations – 45%

• Manage high-volume inbound and outbound calls in a fast-paced phone room environment, serving as a primary access point for patients.
• Schedule, reschedule, and coordinate clinic visits, follow-ups, and ancillary testing appointments across service lines.
• 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.
• Coordinate outside specialty appointments and hospital consultations as requested to support continuity of care.
• 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.  
• 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.

Qualifications

Minimum Qualifications and Skills:

• Professional, customer service focused individual is required.

Preferred Qualifications:

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

• Experience performing related functions in a medical practice is preferred.

• Front desk customer service experience preferred.

Location : Location