Job Description

Medical Office Specialist

The Department of Family Medicine at Macon & Joan Brock Virginia Health Sciences at Old Dominion University is seeking an outstanding Medical Office Specialist to join the team.

The Medical Office Specialist position plays a critical role in supporting the daily operations of the clinic by applying strong critical thinking, workflow prioritization, and sound judgment to ensure seamless and positive patient experience. This position manages essential administrative functions, including revenue cycle support, patient financial inquiries, medical record processing, and coordination of a multi-line phone system. The role requires a solid understanding of HIPAA regulations and strict adherence to patient privacy and confidentiality standards. Accuracy, professionalism, and the ability to navigate complex situations are essential to maintaining efficient clinical flow and delivering clear, compassionate communication.

Responsibilities

Front-End Operations Support

• Lead the front desk with strong critical thinking to ensure accurate patient intake, efficient clinic flow, and a positive first impression.
• Verify insurance, collect required documentation, and maintain strict HIPAA compliance.
• Proactively resolve scheduling, eligibility, and workflow issues to prevent delays and support smooth clinical operations.

Referral Processing

• Coordinate referrals with precision, ensuring required documentation and authorizations are complete.
• Track referral progress and communicate updates, using judgment to escalate barriers or missing information.

Revenue Cycle & Financial Guidance

• Provide clear, accurate financial guidance to patients regarding insurance benefits, copays, and billing questions.
• Support the revenue cycle by ensuring correct insurance capture, clean check-ins, and timely payment collectionreducing denials and improving financial performance.
• Identify discrepancies or risks and escalate issues that may affect reimbursement or patient clarity

Multi-Line Phone System

• Manage a high-volume, multi-line phone system with professionalism, accuracy, and strong judgment.
• Perform detailed triage within the full scope of the role, Aim for a "one-touch" experience by addressing requests fully and directing callers to the appropriate resource, reducing unnecessary transfers, preventing delays, and ensuring callers feel informed and supported

Qualifications

Minimum Qualifications and Skills:

• Computer literacy/proficiency
• HIPAA regulations and patient confidentiality
• Ability to multitask in a fast paced environment, attention to detail, effective verbal and written communication, maintain professionalism under pressure, problem solving/critical thinking and empathy
• A patient-centered, team-oriented approach is essential

Preferred Qualifications:

• Strong critical-thinking skills, excellent communication, and the ability to manage fast-paced front-office workflows with accuracy.
• Experience with medical office operations, EHR systems and basic revenue-cycle processes and a one-touch resolution mindset is strongly valued.
• Certified/Registered Medical Assistant certification--while not required--is highly beneficial as it adds clinical knowledge and enhances the ability to provide full-scope support across responsibilities, strengthening the role as a versatile, cross-functional team contributor.

Location : Location

US-VA-Norfolk

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