Medical Office Representative - Oncology Clinic - Days

About the role

The Medical Office Representative provides administrative and patient care support to various ambulatory and outpatient clinics at VCU Massey Center’s new Adult Outpatient Pavilion. This position works as part of the clinic team to ensure smooth outpatient flow, optimum patient satisfaction, and efficient clinic operations within an NCI-designated Cancer Center offering clinical trials, cutting-edge treatments, enhanced imaging, and multidisciplinary collaboration.

Responsibilities

• Serve as the primary point of contact for patients within the VCUHS Outpatient/Ambulatory Services network.
• Draft routine documentation (e.g., work/school notes, FMLA paperwork, referral forms, disability forms) for provider review.
• Manage incoming faxed documents (electronic and paper), ensuring proper routing and scanning in the Electronic Health Record (EHR).
• Complete new patient referrals, retrieve outside records (labs, imaging, diagnostic reports, medical records) prior to appointments, and ensure patients are scheduled into the correct clinic.
• Assist with ordering Durable Medical Equipment (DME) and coordinate with Home Health companies when necessary.
• Partner with providers and clinical support staff to ensure coordination of patient care continuity.
• Operate general office machines, including typing and word processing equipment, copy machines, fax machines, calculators, and transcription equipment.
• Answer telephones, screen calls, respond to routine questions, and take messages following supervisor’s instructions.
• Greet patients, make appointments or referrals, and support continuity of care.
• Collect accurate demographic and financial information during scheduling and/or registration to ensure full and timely revenue capture.
• Obtain insurance verification and/or prior authorization as needed.
• Prepare and provide appropriate documents and materials for clinic and patients as requested.
• Ensure timely follow-up appointment scheduling based on clinical recommendations.
• Track and follow up on outstanding documentation or provider signatures as needed.
• Screen and sort mail and documents; respond to routine items not requiring supervisor’s attention.
• Take or transcribe dictation, type medical reports, summaries, patient histories, manuscripts, and letters from rough draft to final copy, ensuring accuracy and completeness.
• Perform other related duties incidental to the work described.

Requirements

• High school diploma or equivalent.
• One (1) year of customer service experience required; medical office experience preferred.
• Compassionate, patient-focused attitude with the ability to handle sensitive situations with discretion.
• Strong interpersonal, organizational, and multitasking skills.
• Proficiency in typing, medical reception, editing/proofing, filing, telephone protocol, shorthand/speedwriting, medical terminology, office procedures, and Microsoft Office (Word, Excel, Windows).

Working Conditions

• General office environment with periods of high stress and fluctuating workloads.
• May be exposed to high noise levels and bright lights.
• Frequent interruptions and constant multitasking in a fast-paced environment.
• Frequent and intense customer interactions with the ability to adapt to change.

Physical Requirements

• Lifting/carrying up to 50 lbs., pushing/pulling up to 50 lbs., stooping, kneeling, squatting, and bending.
• Work positions include sitting, walking, and standing.
• Manual dexterity (eye/hand coordination), repetitive arm/hand movements, and finger dexterity.
• Ability to hear alarms, telephones, and tape recorders; reach above shoulder level; and demonstrate color vision and near/far acuity.
• Strong recall, reasoning, problem-solving, hearing, speaking clearly, writing legibly, reading, and logical thinking.