Patient Intake Coordinator (Norfolk) in Norfolk, Virginia at LGBT Life Center

Mission: LGBT Life Center is a trusted leader that empowers the LGBTQ+ communities and all people affected by HIV through improving health and wellness, strengthening families and communities, and providing transformative education and advocacy.

Who We Are: LGBT Life Center is a trusted leader serving Hampton Roads since 1989 (formerly known as CANDII House and ACCESS AIDS Care). We strengthen the LGBTQ+ community and individuals living with HIV through health and wellness services, supportive housing, food programs, education, and advocacy. Our work is rooted in community care, inclusion, and health equity.

Overview: The Patient Registration Coordinator serves as the first point of contact for patients and plays a critical role in delivering an exceptional patient experience. This position is responsible for efficiently managing patient registration, appointment scheduling, insurance verification, medical records, and front-office administrative functions while ensuring compliance with healthcare regulations and organizational policies. The coordinator works collaboratively with patients, healthcare providers, and insurance companies to facilitate seamless patient care, maintain accurate documentation, and support the daily operations of the clinic.

Benefits Offerings: We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• 403(b) Retirement Plan
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Accidental Death & Dismemberment (AD&D) Insurance
• Short-Term / Long- Term Disability Insurance
• Employee Assistance Program (EAP) providing confidential counseling, resources, and support services for employees.
• Paid Vacation Time
• Wellness Time Off

Our commitment is to provide benefits that help employees thrive both professionally and personally.

Essential Responsibilities

Patient Registration

• Greet and assist new and returning patients.
• Collect personal, medical, and insurance information for new patients.
• Ensure accuracy in entering patient data into the system.

Insurance Verification

• Verify patient insurance coverage and eligibility.
• Explain insurance policies and inform patients about co-pays, deductibles, and out-of-pocket costs.
• Ensure proper billing information is obtained.

Appointment Scheduling

• Schedule, reschedule, and confirm patient appointments.
• Coordinate with healthcare providers to ensure availability and proper timing.

Medical Records Management

• Gather medical history from patients, ensuring that all necessary documents are completed.
• Update patient records and ensure all data is kept confidential and secure.

Communication

• Serve as a liaison between patients, healthcare providers, and insurance companies.
• Answer phone calls and respond to emails, providing necessary information and addressing concerns.

Pre-visit Preparations

• Ensure that all required forms, including consent forms and medical history questionnaires, are completed before the visit.
• Prepare patient files for the healthcare providers prior to appointments.

Billing and Payments

• Help patients understand their financial responsibility, including co-pays, deductibles, and payment methods.
• Process initial payments or co-pays and provide receipts.

Compliance/Inventory

• Maintain knowledge of patient privacy laws (such as HIPAA) and ensure all patient interactions and records comply.
• Stay updated on changes to healthcare regulations and procedures.
• Assist with clinic inventory tracking and support as needed.

Additional Responsibilities

• Perform other duties as assigned by supervisor.

• Associate's degree in Healthcare Administration, Health Sciences, Human Services, or a related field preferred; or a minimum of two (2) years of experience in a healthcare, medical office, or related setting.
• Experience with patient registration, scheduling, insurance verification, or medical front office operations is preferred.
• Experience working with Electronic Medical Records (EMR/EHR) systems is preferred; experience with eClinicalWorks is a plus.

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint), EMR/EHR systems (eClinicalWorks preferred), and standard office equipment.
• Knowledge of patient registration, insurance verification, healthcare billing, and HIPAA regulations.
• Strong customer service, interpersonal, verbal, and written communication skills.
• Ability to effectively manage multiple priorities in a fast-paced environment while maintaining accuracy and attention to detail.
• Strong organizational, problem-solving, decision-making, and time management skills.
• Ability to communicate with compassion and professionalism, including de-escalating difficult situations.
• Knowledge of trauma-informed care, harm reduction principles, and culturally responsive practices.
• Ability to work effectively with diverse populations, including LGBTQ+ communities, individuals living with HIV/AIDS, people experiencing homelessness, and individuals experiencing mental health or substance use challenges.
• Ability to work independently and collaboratively in both clinical and community-based settings while maintaining confidentiality and professionalism.

Work Requirements

• Must have reliable transportation and acceptable driving record is required.
• This work requires the following physical activities:
• Walking, sitting, hearing/seeing, talking in person or on the phone.
• Occasional walking, bending, standing and driving are needed.
• Work is performed in an office setting.
• Work is also performed in social and community settings, as necessary.
• Minimal to moderate lifting is required at times.
• Extended work schedule may apply to accommodate agency’s needs.