Pre-Visit Specialist

Tryon Medical Partners•Charlotte, NC

7d•Hybrid

About The Position

The Pre-Visit Specialist supports patient services by reviewing appointment schedules during the preparation timeframe and communicating proactively with patients. The role initiates outbound contact by telephone and other approved methods to assist with appointment scheduling, care coordination, follow-up, and other patient-related activities. The specialist verifies insurance eligibility and benefits, identifies financial-clearance needs, obtains or updates patient information, explains coverage concerns and anticipated financial responsibilities, and coordinates with relevant teams to resolve issues before visits when possible. The position also supports payment collection and processing, patient education, accurate documentation, management of work queues and messages, and protection of confidential patient information. The specialist is expected to meet productivity, accuracy, quality, and service expectations and provide related patient-service coverage as needed.

Requirements

High school diploma.
Minimum of one year of medical office or healthcare facility experience.
E.H.R. and scheduling experience.
Experience serving customers in person and on the phone.
Completion of Hepatitis B Vaccine and Flu Vaccine Form; candidates may decline vaccination through a declination form or provide prior vaccination records.
Completion of a TB test.
Ability to walk, stand, sit, lift, reach, stoop, bend, push, and pull consistently.
Ability to lift and support 35 pounds when handling patients, equipment, and supplies.
Dexterity in hands and fingers.
Ability to respond quickly to changing conditions and situations.
Ability to concentrate on details.

Nice To Haves

Some college preferred.

Responsibilities

Review upcoming appointment schedules during the designated preparation timeframe to identify eligibility, benefits, demographic, insurance, and financial-clearance concerns.
Verify patient eligibility and benefits, including deductibles, copayments, coinsurance, coverage limitations, and services requiring additional review.
Contact patients before appointments to obtain or update information, explain coverage concerns, and communicate anticipated financial responsibilities.
Discuss payment options or next steps with patients who have significant outstanding balances and support timely collection efforts.
Coordinate with Patient Services Specialists, clinical teams, billing staff, and other departments to resolve eligibility, registration, scheduling, or account issues before visits when possible.
Document verification results, outreach attempts, financial discussions, and follow-up accurately and promptly in athenaNet.
Record and route patient messages to the appropriate individual or department with complete details for follow-up.
Educate patients on registration, insurance, payment, and practice processes, including use of the Patient Portal.
Establish credit card-on-file agreements at check-in and collect patient payments at check-out in accordance with established policies.
Process payments, provide receipts or documentation, and reconcile, balance, and close assigned batches daily; escalate discrepancies promptly.
Monitor and manage assigned athenaNet work queues, inboxes, and other coverage areas, prioritizing time-sensitive items and follow-through.
Protect patient confidentiality and handle protected health and financial information in accordance with HIPAA and applicable policies and requirements.
Meet productivity, accuracy, quality, and service expectations; communicate recurring issues and opportunities to improve pre-visit workflows and patient experience.
Provide coverage and support for related patient-service functions as operational needs require and perform other assigned duties.