Front Office Medical Receptionist & Call Center Agent in Falls Church, Virginia at Northern Virginia Ophthalmology Associates (NVOA)

Title: Front Desk Medical Receptionist & Call Center Agent

Location: Falls Church (this position will be required to work in offices in Fairfax and/or Alexandria as needed)

Report to: Office Manager

Schedule: Monday-Friday (shifts can start as early as 6:30 a.m. and end as late as 6:30 p.m. based on business needs; generally an 8.5-hour shift, overtime may be required)

FLSA Status: non-exempt/hourly

Position Overview

We are a BUSY, patient-centered, 17-doctor (and growing) private ophthalmology practice with three offices: one in Fairfax, one in Falls Church, and one in Alexandria. We are looking for a dedicated and friendly administrative professional to be the welcoming face of our practice and provide our patients with exceptional service. This position will collaborate with the Office Manager and the rest of the team to create an inviting atmosphere for all patients, ensure every patient feels welcome, valued, and attended to during their visit, and uphold compliance with NVOA's policies and our practice's high standards of care.

Position Summary
We are seeking a professional, dependable, and patient-focused Medical Receptionist & Call Center Representative to join our team. This position divides the workweek between supporting patients at the front desk and assisting patients by telephone in our call center.

The primary work location is our Falls Church office. Occasional travel to our Alexandria or Fairfax offices may be required based on staffing and operational needs.

Key Responsibilities
Medical Receptionist Duties

• Welcome patients and visitors in a friendly, professional manner.
• Check patients in and out accurately and efficiently.
• Verify patient information, insurance coverage, and required documentation.
• Schedule, confirm, reschedule, and cancel appointments.
• Collect copayments and other patient balances, when applicable.
• Maintain accurate information in the electronic medical record system.
• Communicate with clinical staff regarding patient arrivals, scheduling concerns, and other needs.
• Protect patient privacy and follow HIPAA requirements.
• Maintain an organized, professional, and welcoming reception area.

Call Center Duties

• Answer incoming patient calls promptly and courteously.
• Schedule and manage appointments according to established procedures.
• Respond to general questions and route clinical or complex inquiries to the appropriate team member.
• Document telephone conversations and patient requests accurately.
• Assist with appointment reminders, referrals, messages, and follow-up calls.
• De-escalate concerns professionally while maintaining a patient-centered approach.
• Meet expectations for call quality, accuracy, responsiveness, and attendance.
• Collaborate with front-office and clinical teams to resolve patient needs.

Qualifications

• High school diploma or equivalent required.
• Previous medical office, receptionist, customer service, or call center experience preferred.
• Strong verbal and written communication skills.
• Professional and compassionate telephone manner.
• Ability to manage multiple priorities in a busy healthcare environment.
• Strong attention to detail and commitment to accuracy.
• Basic computer skills and ability to learn scheduling and electronic medical record systems.
• Ability to maintain confidentiality and handle sensitive patient information appropriately.
• Bilingual skills are a plus.
• Reliable transportation and ability to work at the Falls Church, Alexandria, and Fairfax offices as needed.

What We’re Looking For
The ideal candidate is dependable, organized, adaptable, and comfortable moving between in-person reception responsibilities and telephone-based patient support. This person should enjoy helping patients, work well with a team, and remain calm and professional during busy periods.

Physical and Scheduling Requirements

• Ability to sit or stand for extended periods.
• Ability to use a computer and telephone throughout the workday.
• Consistent and reliable attendance.
• Flexibility to divide the workweek between reception and call center assignments.
• Availability to work at another office location when business needs require it.

Benefits

• Competitive compensation
• Health, dental, life, and disability insurance
• Paid time off and holidays
• 401(k) retirement plan
• Opportunities for professional development