Patient Visit Specialist

Presbyterian Healthcare Services

3d • $17 - $28 • Onsite

About The Position

Presbyterian is seeking a Patient Visit Specialist to support visit closure activities and coordinate patients’ next steps as ordered by clinicians. The role focuses on providing an exceptional patient experience, coordinating specialty and radiologic procedures, and optimizing department schedules for accuracy and efficiency. It includes recognizing payor requirements and obtaining prior authorizations, certifications, and referrals when needed. The position is based at PMG - Cedar Multispecialty in Albuquerque, New Mexico, and works day shifts.

The specialist supports patient care through scheduling, patient communication, financial coordination, message management, medical-record processes, and safety practices. The role requires strong organizational, multitasking, communication, and customer-service skills, as well as the ability to use an electronic medical record and handle confidential information in accordance with HIPAA.

The position requires a high school diploma or equivalent. Medical terminology training is required, either before hire or within six months of hire. Medical-office, hospital, or clinic experience with patients and providers, and proficiency with prior authorization, certification, and referral processes, are preferred. The employee must pass Epic registration competency after Epic Clerical Training and an annual competency exam for all areas of responsibility.

Requirements

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

Nice To Haves

• Experience in a medical office, hospital, or clinic working with patients and providers.
• Proficiency in prior authorization, certification, and referral processes.

Responsibilities

• Use CARES, AIDET, and EPE tools to support an exceptional patient and family experience.
• Address and attempt to resolve complaints in the moment, manage conflict, and request supervisor assistance 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 when applicable.
• Review clinician-entered orders in the EHR and schedule return visits, laboratory and radiology appointments, STAT and ASAP appointments, and advanced imaging.
• Obtain prior authorizations and referrals according to payor protocols.
• Validate patient MyChart access and print the after-visit summary as applicable, checking for HIPAA privacy.
• Collect backend patient balances, such as high-deductible balances.
• Communicate to ordering clinicians when restrictions prevent scheduling as ordered.
• Refer patients to the onsite Financial Advocate or uninsured patients to the Financial Advocacy Center as appropriate.
• Verify prior authorizations, certifications, and referrals before scheduled procedures or tests, and alert relevant stakeholders if a breakdown occurs.
• Prepare 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 metrics, including TSF and abandonment rate, when applicable.
• Make confirmation calls and provide directions and instructions as required by the visit type.
• Respond promptly to patients showing distress and follow clinic manager guidelines to alert the clinical team; assist as directed by the clinic team.
• Keep checkout areas, waiting areas, and walkways clear, clean, and neat, and report potential safety concerns.
• Complete annual clerical staff competency activities during a Code Blue.
• Make appointment reminder calls and reschedule appointments.
• Evaluate provider schedules and take appropriate action to maintain accuracy and efficiency according to guidelines.
• Work with assigned physicians to maximize schedule effectiveness.
• Attend staff meetings according to department expectations and pass annual competency exams for areas of responsibility.

Benefits

• Comprehensive benefits package for benefits-eligible employees, including medical, dental, and vision coverage, short-term and long-term disability, group term life insurance, and optional voluntary benefits.
• Employee Wellness rewards program with opportunities to earn gift cards through wellness activities, challenges, webinars, and preventive screenings.

What This Job Offers

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