Patient Visit Specialist

Presbyterian System Services • Albuquerque, NM

6d • Onsite

About The Position

The Patient Visit Specialist performs visit-closure activities to coordinate patient care and provide an exceptional patient experience as patients complete next steps ordered by clinicians. The role requires advanced scheduling expertise to help ensure schedules are accurate and efficient. Responsibilities include coordinating specialty and radiologic procedures, recognizing payer requirements, and obtaining prior authorizations, certifications, and referrals as needed.

This position supports patient and family relations, scheduling, financial account processes, telephone-message routing, medical-record requests, patient safety, and quality-improvement activities. The specialist works with patients, clinicians, and clinic staff to address scheduling restrictions, communicate delays, and ensure ordered procedures and tests are ready to proceed.

Requirements

• High school diploma or equivalent.
• Strong organizational and multitasking skills.
• Significant customer-service skills, with professionalism and empathy.
• Strong communication and organizational skills.
• Ability to multitask, manage appointments, and maintain accurate healthcare records.
• Ability to use an electronic medical record for scheduling, documentation, and communication.
• Ability to handle confidential information in accordance with HIPAA.
• Complete medical terminology training within six months of hire, if not already completed.
• Pass the annual competency exam for all areas of responsibility.
• Pass the EPIC competency for Registration upon completion of the Epic Clerical Training class.

Nice To Haves

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

Responsibilities

• Use CARES, AIDET, and EPE tools to provide an exceptional experience for patients and families.
• 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 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 patient MyChart access and print the AVS when applicable, checking for HIPAA privacy.
• Collect applicable backend patient balances, such as high-deductible balances.
• Communicate with ordering clinicians when access or another restriction prevents scheduling as ordered.
• Refer patients to an onsite Financial Advocate or, if uninsured, to the Financial Advocacy Center.
• Ensure prior authorization, certification, or referral is secured before a procedure or test; alert relevant stakeholders if a breakdown occurs.
• Create complete, 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 metrics when applicable.
• Make appointment-confirmation calls when applicable, including directions and instructions required for the visit type.
• Respond promptly to patients in distress, alert the clinical team according to clinic guidelines, and assist as directed.
• Keep checkout areas, waiting areas, and walkways clean and clear; report potential safety concerns.
• Complete the annual clerical-staff competency during a Code Blue.
• Make appointment reminder calls and reschedule appointments as needed.
• 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

• 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