Pre-Visit Specialist I - Call Center Hybrid

Augusta Health•Fishersville, VA

6d•$18 - $24•Hybrid

About The Position

The Pre-Visit Specialist I provides scheduling, pre-registration, and other pre-visit revenue cycle services, along with general information for customers across multiple service lines and modalities. The role schedules appointments according to physician orders, referrals, or customer requests, prioritizing the first available appointment while considering payer authorization timeframes. It also provides patients with required preparation and prerequisite instructions. The specialist coordinates appointments using multiple health information systems, provider schedules, software tools, and data repositories, and completes follow-up to support a seamless patient experience. Duties include pre-registering patients, collecting accurate demographic and billing information, verifying insurance coverage and benefits, reviewing Medicare medical necessity, estimating out-of-pocket costs, collecting copayments and other patient financial responsibility, satisfying regulatory requirements, and providing 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 contributes to a collaborative, patient-centered environment and supports departmental goals through service excellence and measurable performance indicators.

Requirements

High school diploma or GED equivalent.
One 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 and very good verbal and written communication skills.
Ability to organize, multitask, prioritize, and manage time effectively; 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.
Computer keyboard and typing skills of 35 words per minute.
Proficiency with computer systems and software, including Microsoft Office and Outlook, multi-line phone systems, and other office equipment.
No licensure or certification required.

Nice To Haves

Associate's 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 accurately according to physician orders or referrals, patient requests, appointment type, first available date and time, and payer authorization requirements.
Manage time and patient call flow to meet departmental productivity standards and telephone response expectations, using available time for other departmental duties when patients cannot be scheduled.
Maintain competencies in all hospital scheduling systems and comply with system notices, alerts, and prompts.
Give patients instructions concerning examination or procedure preparation, prerequisites, and financial requirements.
Avoid double-booking procedures unless authorized by a Pre-Visit Specialist III or Pre-Visit Supervisor; reschedule and cancel appointments as needed.
Pre-register outpatients for clinical, diagnostic, and surgical encounters, including completing pre-screening questionnaires and collecting complete and accurate demographic and billing information.
Verify insurance requirements, coverage, and benefits; review Medicare medical necessity; request non-covered fees; provide payment estimates; and collect copayments or other patient financial responsibility when assigned.
Review work for completeness and accuracy and meet departmental error-free work standards.
Minimize third-party payer denials by verifying service authorization before informing patients of financial obligations.
Maintain knowledge of insurance requirements and use electronic, web-based, and telephone systems to verify insurance.
Seek assistance from a Pre-Visit Specialist III or Pre-Visit Supervisor to resolve financial issues while maintaining patient call flow, and communicate with service areas when unresolved issues may threaten appointment schedules.
Organize and prioritize daily work, complete assignments on time, adapt to changing duties and workload, and assist coworkers as needed.
Maintain a positive, respectful, professional, and supportive approach with patients, physicians, visitors, coworkers, and other healthcare team members; communicate openly and help resolve problems.
Offer and act on constructive feedback, suggest process improvements, participate in performance-improvement teams as directed, and maintain knowledge and departmental competencies.
Satisfy regulatory requirements and provide patients with wayfinding guidance and instructions for reaching their designated point of service.

Benefits

Comprehensive 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 and 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 and 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.