Patient Visit Specialist

Presbyterian Healthcare Services • Rio Rancho, NM

8d • $17 - $28 • Onsite

About The Position

Presbyterian is seeking a dedicated Patient Visit Specialist to support visit closure activities, coordinate patient care, and guide patients through the next steps ordered by clinicians. The role requires advanced scheduling expertise to optimize department schedules for accuracy and efficiency, coordinate specialty and radiologic procedures, recognize payor requirements, and secure prior authorizations, certifications, and referrals as needed.

The specialist provides patient-facing service and administrative support in a fast-paced healthcare setting. Responsibilities include scheduling appointments and procedures, coordinating with clinicians and patients, managing messages and medical-record requests, addressing financial and authorization needs, and supporting patient safety and quality-improvement activities. The position is based at Presbyterian Hospital and works day shifts.

Requirements

• High school diploma or equivalent.
• Medical terminology training, or completion of medical terminology training within six months of hire.
• Pass the EPIC competency for Registration upon completion of the Epic Clerical Training class.
• Pass annual competency exams for all areas of responsibility.
• Strong organizational and multitasking skills.
• Strong customer service skills, 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 (EMR) for scheduling, documentation, and communication.
• 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 with prior authorization, certification, and referral processes.

Responsibilities

• Use CARES, AIDET, and EPE tools to support an exceptional patient 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.
• Round with waiting patients to check on their comfort and communicate 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 (AVS) as applicable, double-checking HIPAA privacy.
• Collect backend patient balances, such as high-deductible amounts.
• Communicate with ordering clinicians when restrictions or access issues prevent scheduling as ordered.
• Refer patients as appropriate to the onsite Financial Advocate or, if uninsured, to the Financial Advocacy Center.
• Confirm prior authorization, certification, or referral is secured before a scheduled procedure or test, and alert relevant stakeholders if a breakdown occurs.
• 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 metric goals, including TSF and abandonment rate when applicable.
• Make confirmation calls when applicable, including directions and instructions required for 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 issues.
• 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 ensure 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, dental, and vision insurance for benefits-eligible employees.
• Short-term and long-term disability insurance.
• Group term life insurance and other optional voluntary benefits.
• Employee Wellness rewards program, with opportunities to earn gift cards and other rewards through wellness activities.

What This Job Offers

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