Pre-Visit Specialist I - Call Center Hybrid

Augusta Health Careers•Fishersville, VA

23h•Hybrid

About The Position

The Pre-Visit Specialist I provides scheduling, pre-registration, and other pre-visit revenue cycle services, along with general information requested by customers. The specialist serves multiple service lines and modalities across the organization in response to physician orders or referrals and customer calls or inquiries, with an emphasis on exceptional customer experience. The role schedules appointments according to physician and patient requests, prioritizing the first available appointment while considering payer pre-authorization timeframes, and informs patients of required pre-procedure preparations and prerequisites. The specialist coordinates appointments using multiple health information systems, provider schedules, software tools, and data repositories, and follows up to support a seamless patient experience. Pre-registration includes gathering accurate demographic and billing information; verifying insurance coverage and benefits; reviewing Medicare medical necessity; estimating out-of-pocket costs; collecting copays and other patient financial responsibilities; satisfying regulatory requirements; and giving patients arrival and wayfinding instructions. The position is classified as hybrid. Onsite attendance is required during initial training; after successful completion of training, the role transitions to remote work. The specialist works collaboratively in a patient-centered environment and supports departmental and organizational goals through service excellence and measurable performance indicators.

Requirements

High school diploma or GED equivalent.
At least 1 year of previous experience in a patient- or customer-facing role.
Eligibility to work in the United States and meet Virginia state employment requirements.
Exceptional telephone etiquette.
Very good verbal and written communication skills.
Ability to organize, multitask, prioritize, and manage time effectively.
Computer keyboard and typing skills of 35 words per minute.
Problem-solving ability and attention to detail.
Ability to work independently and respond to sensitive inquiries or complaints from guests, staff, and members of the business community.
Proficiency with computer systems and software programs, including Microsoft Office and Outlook, as well as multi-line phone systems and other office equipment.

Nice To Haves

Associate degree in Business, Finance, Health Information Management, or a related field.
CHAA (Certified Healthcare Access Associate) or HFMA certification.
Previous experience in a clerical or administrative office or call center setting.
Previous experience in a hospital, healthcare practice, call center, or health insurance company.
Medical terminology work experience or coursework.
CPT/ICD-10 knowledge.
Bilingual ability.
Prior experience in a hospital, healthcare system, or related service-oriented environment.
Familiarity with Augusta Health’s systems, workflows, or organizational culture.

Responsibilities

Schedule appointments based on physician orders or referrals and patient requests, accurately identifying patients and selecting appointment types while prioritizing first available dates and times and considering payer authorization requirements.
Manage appointment-scheduling time to meet productivity standards and complete other departmental duties when patients cannot be scheduled.
Maintain competency in hospital scheduling systems and comply with system notices, alerts, and prompts.
Meet telephone response expectations for answer times, talk times, and dropped calls.
Provide patients with examination and procedure preparation instructions, prerequisite requirements, and financial information.
Avoid double-booking procedures unless authorized by a Pre-Visit Specialist III or Pre-Visit Supervisor; reschedule or cancel appointments as needed.
Complete accurate pre-registration and pre-screening questionnaires for outpatient clinical, diagnostic, and surgical encounters, meeting productivity and accuracy standards.
Collect complete demographic and billing information; verify insurance coverage, requirements, and benefits; review Medicare medical necessity; and provide out-of-pocket estimates and collect copays or other patient financial responsibilities when assigned.
Request non-covered fees and notify patients of insurance benefits or self-pay obligations when assigned.
Verify authorization of services before notifying patients of financial obligations, helping minimize third-party payer denials.
Use electronic, web-based, and telephone systems to verify insurance, and maintain knowledge of insurance requirements communicated through department materials and education.
Satisfy financial and regulatory protocols while supporting patient access; communicate unresolved financial issues to service delivery areas when appointment schedules may be affected.
Seek assistance from a Pre-Visit Specialist III or Pre-Visit Supervisor when necessary to resolve financial issues while maintaining patient call flow.
Organize and prioritize daily responsibilities, complete assignments on time, adapt to workload peaks and changes, and assist coworkers as needed.
Maintain technical proficiency and departmental competencies, review work for completeness and accuracy, and work in a self-directed manner with minimal supervision.
Interact positively, respectfully, calmly, and professionally with patients, physicians, visitors, and healthcare team members; use open communication to identify and resolve problems.
Offer and act on constructive feedback, make suggestions to improve procedures or patient service, and participate in performance-improvement teams as directed.
Take responsibility for continued growth and development and update knowledge to maintain departmental core competencies.

Benefits

Medical, dental, and vision insurance coverage.
Retirement savings plans and financial wellness support programs.
Earned Wage Access Program for eligible team members.
Paid time off.
Flexible scheduling.
Career development programs, clinical ladders, shared governance, and advancement opportunities.
Personalized onboarding with dedicated preceptors and ongoing educational support.
Tuition reimbursement.
Onsite childcare.
Free onsite parking.
24/7 armed security.
Health Fitness Reimbursement Program.
Onsite credit union and pharmacy.
Competitive pay with shift and weekend differentials.
Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues.