Patient Counselor

Eastern Virginia Medical School•Norfolk, VA

10h

About The Position

The Surgical Patient Counselor is responsible for coordinating and facilitating the surgical experience for gynecological patients from scheduling through pre-operative clearance. This role serves as a key liaison between patients, providers, insurance carriers, and ancillary departments to ensure all requirements are completed accurately and efficiently prior to surgery. The Surgical Patient Counselor schedules gynecologic procedures, secures insurance authorizations, and obtains all necessary medical clearances, including pre-operative testing and specialist approvals. The position ensures compliance with payer guidelines, hospital requirements, and physician protocols while maintaining timely communication with patients regarding preparation instructions, financial responsibilities, and procedural details. This role requires strong organizational skills, attention to detail, knowledge of medical terminology and insurance processes, and the ability to provide compassionate, patient-centered support throughout the surgical planning process. The Surgical Patient Counselor plays a critical role in optimizing surgical workflow, minimizing delays or cancellations, and promoting a positive patient experience.

Requirements

Must have knowledge of third-party billing procedures and surgery scheduling.
Patient centered, customer service oriented individual required.
Travel amongst multiple locations is required.

Nice To Haves

Three (3) years of relevant experience working in a hospital or doctor's office preferred.

Responsibilities

Coordinate the scheduling of all surgeries and all pre-and post-operative appointments for Urogynecology, Minimally Invasive Gynecology, and Generalist providers.
Coordinate with secondary Surgeons (physicians), if necessary for procedure/surgical schedules
Coordinate with PCP or other physician offices for pre-op clearance when needed
Verify medical clearance prior to patient’s surgery
Complete surgery packets and forward to hospital
Counsel and discuss all pertinent information with surgical patients
Provide instructions for pre- and post-operative care including information about possible complications
Answer all questions related to surgery including Check-in time, Identify appropriate sign-in location and post-operative/discharge expectations
Responsive to patient needs solving patient problems and issues
Ensure physician billing is in requisite Division format prior to delivery to billing department
Ensure that all patient visits have billing documentation that is submitted to the billing department
Discuss financial options
Review and discuss facility and physician fees
Obtain authorization for procedures.
Prepare monthly OR utilization reports.
Other duties as assigned.