Patient Visit Specialist

Presbyterian Healthcare Services

8d • $17 - $28 • Onsite

About The Position

Presbyterian Healthcare Services is seeking a Patient Visit Specialist to perform visit-closure activities and coordinate patient care while providing an exceptional patient experience. The role guides patients through next steps ordered by clinicians and supports accurate, efficient scheduling within the department. Responsibilities include coordinating specialty and radiologic procedures, recognizing payer requirements, and securing prior authorizations, certifications, and referrals as needed. The position is based at PMG - Kaseman in Albuquerque, New Mexico, and is a full-time, non-exempt, day-shift role.

The Patient Visit Specialist supports customer service, encounter closure, financial accountabilities, message management, medical-record processes, patient relations, patient safety, and quality improvement. The role requires strong organization, 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.

Benefits-eligible employees receive a benefits package that includes medical, dental, and vision coverage; short- and long-term disability; group term life insurance; and optional voluntary benefits. Presbyterian also offers an Employee Wellness rewards program with opportunities to earn gift cards through wellness activities.

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 communication and customer-service skills; professionalism and empathy.
• Ability to multitask, manage appointments, and maintain accurate healthcare records.
• Ability to use an EMR for scheduling, documentation, and communication.
• 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.

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 seek supervisor assistance when needed.
• Listen, respond, and escalate appropriately to foster effective relations with patients, the public, and providers.
• Check on patients waiting, support their comfort, and inform them of delays when applicable.
• Review and follow clinician orders entered in the EHR.
• Schedule return visits, lab and radiology appointments, STAT and ASAP appointments, and advanced imaging.
• Obtain prior authorizations and referrals according to payer protocols.
• Validate patient MyChart access and print the after-visit summary when applicable, double-checking HIPAA privacy.
• Collect backend patient balances, including high-deductible balances.
• Communicate with ordering clinicians when access restrictions or other limitations prevent scheduling as ordered.
• Refer patients as appropriate to an onsite Financial Advocate or, if uninsured, to the Financial Advocacy Center.
• Verify that prior authorization, certification, or referral is secured before a scheduled procedure or test, 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 metric goals, including TSF and abandonment rate, when applicable.
• Make appointment confirmation calls when applicable, including directions and instructions required for the visit type.
• Respond promptly to patients in 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 the annual clerical staff competency for 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 all 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