Pre-Visit Specialist I - Call Center Hybrid

Augusta Health•Fishersville, VA

2d•$18 - $24•Hybrid

About The Position

This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities. The Pre-Visit Specialist I provides scheduling, pre-registration and other pre-visit revenue cycle services and a variety of general information requested by our customers. Provide services for various service lines and modalities across the organization per physician orders/referrals and / or customer calls or inquiries with an emphasis on exceptional customer experience. Schedules appointments in accordance with physician and / or patient requests with emphasis on filling the first available appointment and considering payer pre-authorization timeframes. Inform patients of any/all necessary pre-procedure preparations including any procedure pre-requisite requirements. Coordinates appointments using multiple HIS (Health Information Systems), provider schedules, software tools, and data repositories and completes all necessary follow up to ensure a seamless patient experience. Pre-registers patients at the time appointments are scheduled, including collecting accurate and complete demographic and billing information, verify insurance coverage and benefits, reviews Medicare medical necessity, provides out-of-pocket payment estimates and collect copay and other patient financial responsibility, satisfies regulatory requirements and provide wayfinding guidance/instructions to patients to ensure arrival at their designated point of service. This position is classified as hybrid, requiring onsite attendance during the initial training period. Upon successful completion of training, the role transitions to a remote work arrangement.

Requirements

High School Diploma or GED equivalent
1-year previous experience in patient/customer-facing role
Eligibility to work in the United States and meet Virginia state employment requirements

Nice To Haves

Associate's Degree in Business, Finance, Health Information Management, or related field
CHAA (Certified Healthcare Access Associate) or HFMA certification
Previous experience in a clerical/administrative office or call center setting
Previous experience in hospital, healthcare practice, call center or health insurance company
Medical Terminology: Work experience or classwork
CPT/ICD-10 knowledge
Bilingual
Prior experience in a hospital, healthcare system, or related service-oriented environment
Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus
Exceptional telephone etiquette
Very good verbal and written communication skills
Organized with ability to multi-task, prioritize and manage time effectively
Computer keyboard / typing, 35 wpm
Problem solving
Detail oriented
Self-directed worker
Must have the ability to respond to sensitive inquiries or complaints for guests, staff and members of the business community
Proficient skills using computer systems, software programs (Microsoft Office), Outlook, multi-line phone system and other office equipment

Responsibilities

Performs all elements of the scheduling process including accurate identification of the patient, accurate selection of appointment type according to the physician’s order/referral with emphasis on first available date/time and payer authorization requirements.
Manages time effectively to schedule patient appointments while meeting departmental productivity standards. Uses time to complete other departmental duties when patients cannot be scheduled.
Maintains competencies in scheduling patients on all hospital scheduling systems.
Maintains response time within hospital average expectations for telephone answer times, talk times, and dropped calls.
Complies with all scheduling system notices, alerts, and prompts.
Provides instructions to prepare patients for examination, procedure, and financial requirements.
Avoids double-booking procedures unless authorized by Pre-Visit Specialist III or Pre-Visit Supervisor.
Reschedules and cancels patient appointments as required.
Performs complete and accurate pre-registration to provide information which maximizes reimbursement, achieve collection ratios, meet account receivable (AR) goals, and provide timely and thorough information to all other providers and users of patient data. Verifies insurance requirements, obtains, and understands insurance benefits. Requests non-covered fees.
Pre-registers outpatients for outpatient clinical, diagnostic, and surgical encounters.
Manages time effectively to perform complete pre-registration and pre-screening questionnaires while meeting departmental productivity standards. Uses time to complete other departmental duties when patients cannot be pre-registered.
Maintains high diligence by reviewing all work for completeness and accuracy. Completes pre-registrations to meet department accuracy standards for error-free work.
Minimizes 3rd party payer denials by verifying authorization of service prior to notifying patients of their financial obligations.
Maintains competencies to verify insurance using electronic systems and web-based system as well as telephone verification.
When assigned, notifies patients of insurance benefits and self-pay financial obligations.
Maintains current knowledge of insurance requirements communicated by email, memorandum, educational matrices, and in-services.
Seeks assistance from Pre-Visit Specialist III or Pre-Visit Supervisor when needed to maintain patient call flow while resolving financial issues. Communicates effectively with service delivery area when unresolved financial issues may threaten appointment schedules.
Functions as a team member to organize and prioritize responsibilities to complete daily work assignments.
Complies with changes in duties and assignments in a positive and cooperative manner.
Adjusts to peaks in workload by demonstrating flexibility and adaptability to change.
Completes assignments in appropriate time periods.
Assists co-workers to ensure completion of all assigned duties, as necessary.
Performs duties in a self-directed manner with minimal supervision or direction.
Demonstrates a positive, supportive, respectful, and helpful attitude in interactions with all department customers (patients, physicians, visitors, and other healthcare team members.
Offers and acts on constructive feedback. Maintains a calm, professional manner.
Contributes to a cohesive group relationship; uses open communication to identify and resolve problems in and between departments. Refrains from gossiping.
Makes suggestions for improvements to procedures or innovations to enhance patient service. Participates in interdepartmental or intradepartmental performance improvement teams as directed.
Demonstrates responsibility for own growth and development. Updates knowledge to maintain departmental core competencies.

Benefits

Comprehensive insurance package including medical, dental, and vision coverage
Retirement savings plans and financial wellness support programs
Earned Wage Access Program, allowing eligible team members to access a portion of earned wages before payday
Generous paid time off and flexible scheduling to promote work-life balance
Career development programs including clinical ladders, shared governance, and advancement opportunities
Personalized onboarding with dedicated preceptors and ongoing educational support
Tuition reimbursement and access to onsite childcare
Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy
Competitive pay with shift/weekend differentials
Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)