Patient Visit Specialist

Presbyterian System Services • Rio Rancho, NM

6d • Onsite

About The Position

Presbyterian is seeking a Patient Visit Specialist to support visit closure and coordinate next steps ordered by clinicians. The role guides patients through scheduling and care coordination while delivering an exceptional patient experience. It requires advanced scheduling skills to optimize departmental schedules, coordinate specialty and radiologic procedures, recognize payer requirements, and secure prior authorizations, certifications, and referrals as needed.

The specialist works with patients, families, clinicians, and clinic teams in a fast-paced healthcare environment. Responsibilities include scheduling and confirming appointments, managing patient communications and records, supporting financial processes, and maintaining a safe and orderly clinic area. This is a full-time, non-exempt, day-shift position based at Presbyterian Hospital in Albuquerque, New Mexico.

Requirements

• High school diploma or equivalent.
• Medical terminology training, or completion of medical terminology training within six months of hire.
• Pass the annual competency exam for all areas of responsibility.
• Strong organizational, communication, and multitasking skills.
• Ability to manage appointments and maintain accurate healthcare records.
• Ability to use an electronic medical record for scheduling, documentation, and communication.
• Strong customer service skills, professionalism, and empathy.
• Ability to handle confidential information in accordance with HIPAA.

Nice To Haves

• Experience working with patients and providers in a medical office, hospital, or clinic.
• Proficiency in prior authorization, certification, and referral processes.
• Pass the EPIC competency for Registration upon completion of the Epic Clerical Training class.

Responsibilities

• Use CARES, AIDET, and EPE tools to provide an exceptional experience for patients and families.
• Address and attempt to resolve complaints, manage conflict, and involve a supervisor when needed.
• Listen and respond to patients, the public, and providers, escalating concerns when appropriate.
• Check on waiting patients to support their comfort and inform them of delays.
• Review clinician orders in the EHR and schedule return visits, laboratory, radiology, STAT, ASAP, and advanced imaging appointments.
• Obtain prior authorizations and referrals according to payer protocols; validate required authorizations, certifications, and referrals before procedures or tests and alert stakeholders if an issue arises.
• Validate patient MyChart access, print the after-visit summary when applicable while protecting HIPAA privacy, and collect applicable backend patient balances.
• Communicate to ordering clinicians when access restrictions or other issues prevent scheduling as ordered.
• Refer patients to an onsite Financial Advocate or, if uninsured, to the Financial Advocacy Center as appropriate.
• Create complete and accurate telephone encounter messages and route them to the appropriate Epic in-basket pool.
• Explain the Release of Information process and ensure completed ROI forms are submitted to Health Information Management for incoming or outgoing records.
• Participate in telephone performance, TSF, and abandonment-rate metric goals when applicable.
• Make appointment confirmation and reminder calls, including directions and instructions as required by the visit type; reschedule appointments as needed.
• Evaluate provider schedules and take appropriate action to support accuracy and efficiency, working with assigned physicians to maximize schedule effectiveness.
• Respond quickly to patients showing distress, alert the clinical team according to clinic manager guidelines, and assist as directed.
• Keep checkout areas, waiting areas, and walkways clear and orderly, and report potential safety issues.
• Complete annual clerical staff competency requirements during a Code Blue.
• Complete annual competency exams, attend staff meetings, and meet department expectations.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Group term life insurance
• Optional voluntary benefits
• Employee Wellness rewards program with opportunities to earn gift cards through wellness activities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED