Patient Visit Specialist

Presbyterian System Services; Rio Rancho (NM); On-site; USD 23,000 - 38,000; Full time

Job summary

Presbyterian Healthcare Services is seeking a dedicated Patient Visit Specialist to support visit closure activities and coordinate patient care at Presbyterian Hospital in Albuquerque, NM. The role focuses on advanced scheduling, approvals, and ensuring smooth patient flow.

The ideal candidate has scheduling expertise, EPIC competency, and strong organizational skills to manage appointments, referrals, and communications with clinicians and patients.

Qualifications

• High school diploma or equivalent.
• Experience in the medical office, hospital, or clinic with patients and providers is preferred.
• Proficiency in prior authorization/certification/referral process is preferred.
• Must pass EPIC competency for Registration at completion of Epic Clerical Training class.
• Medical terminology training completed within six months of hire.
• Pass annual competency exam for all areas of responsibility.
• Attend staff meetings per department expectations.
• Requires strong organizational and multi-tasking skill sets.
• Significant customer service skills set paramount.

Responsibilities

• Customer Service and Caring Practices: Achieve exceptional patient experience using CARES, AIDET and EPE tools; resolve complaints; manage conflicts; foster patient relations; round with patients.
• EncounterComponents: Schedule return visits, labs, radiology, STAT & ASAP appointments and advanced imaging; obtain Prior Authorization/Referral; validate MyChart access; print AVS; collect backend patient balance.
• Financial Accountabilities: Refer to Financial Advocate; validate prior authorization/certification/referral before procedures; alert stakeholders if breakdown occurs.
• Message Management: Formulate complete and accurate telephone encounter messages and route to Epic in-basket.
• Medical Record Components: Instruct Release of Information process and ensure ROI form submitted to Health Information Management.
• Patient Relations: Participate in metric goals for telephones performance metrics, TSF and abandonment rate; perform reminder calls as required.
• Patient Safety: Respond quickly to distressed patients; follow clinic guidelines; ensure areas are clean; report safety concerns.

Skills

Customer service

Communication

Organization

Multitasking

HIPAA compliance

Education

High school diploma or equivalent

Medical terminology training

Tools

Epic EMR

Job description

Location Address:1100 Central Ave SE Albuquerque, NM 87106-4930Compensation Pay Range:Minimum Offer $16.79 Maximum Offer $27.67 Now Hiring: Patient Visit SpecialistSummary:Presbyterian is seeking a dedicated Patient Visit Specialist to support visit closure activities, ensuring seamless coordination of patient care while delivering an exceptional experience. This role plays a key part in guiding patients through the next steps ordered by the clinician.The ideal candidate will have advanced scheduling expertise, including the ability to optimize schedules for accuracy and efficiency within their department. They will be responsible for coordinating specialty and radiologic procedures, recognizing payor requirements, and securing prior authorizations, certifications, and referrals as needed.If you're detail-oriented, thrive in a fast-paced healthcare environment, and are passionate about patient care, we’d love to have you on our team! Type of Opportunity: Full time Job Exempt: No Job is based: Presbyterian Hospital Work Shift: Days (United States of America)Responsibilities:Customer Service and Caring Practices:Achieve exceptional patient experience for patients and patient families by using CARES, AIDET and EPE tools.Addresses and attempts to appropriately resolve complaints in the moment by using key words at key timesAbility to manage conflict and appropriately request the help of a supervisor when neededFosters effective patient relations with patients, the public and providers by listening, responding and escalating when appropriateRound with patients waiting to ensure their comfort and to inform them of delays when applicable EncounterComponents:Review and follows order entered the EHR by the clinicianSchedule return visits lab, radiology, STAT & ASAP appointments and advanced imagingObtain Prior Authorization/Referral per payor protocolsValidates patient MyChart AccessPrints AVS as applicable with double check for HIPAA privacyCollects any backend patient balance such as high deductibleCommunicates effectively to ordering clinicians when any restriction, such as access, restricts or prohibits scheduling as orderedFinancial Accountabilities:Refers as appropriate to onsite Financial Advocate, or for uninsured to the Financial Advocacy CenterValidate prior authorization/certification/referral are secured PRIOR to a scheduled procedure or test, alerting stake holders (patient, patient representative, OR, etc) if a breakdown occurs Message Management:Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care. Medical Record Components:Instruct patients on the Release of Information process and ensure a fully completed ROI Form is submitted to Health Information Management for incoming or outgoing records Patient RelationsComprehend quality service connection to patient satisfaction and reimbursementParticipate in metric goals for telephones performance metrics, TSF and abandonment rate when applicablePerform confirmation calls when applicable to include directions and instructions as required by the visit type Patient SafetyRespond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manger to alert the clinical team. Assist in any manner the clinic team directs.Ensure check out area, waiting area and walkways are clear of any unnecessary items and are clean and neat.Report any concern that may create a safety issue.Annual competency completion of Clerical Staff during a Code Blue Quality Improvement:Appointment reminder callsReschedulingEvaluate provider schedules and take appropriate action to ensure accuracy and efficiency per guidelinesWorks with assigned physicians to maximize schedule effectivenessQualifications:High school or equivalentExperience in the medical office, hospital, or clinic with patients and providers is preferredProficiency in prior authorization/certification/referral process is preferredMust pass EPIC competency for Registration at completion of Epic Clerical Training class ProfessionalRequirements:Medical terminology training or medical terminology training completed within six months of hirePass annual competency exam for all areas of responsibility.Attend Staff meetings per department expectationsRequires strong organizational and multi-tasking skill setsSignificant customer service skills set paramountAbilities:Strong communication and organizational skillsAbility to multitask, manage appointments, and maintain accurate healthcare recordsAbility to use the Electronic Medical Record (EMR) for scheduling, documentation, and communication.Strong customer service skills demonstrate professionalism and empathyAbility to handle confidential information as outlined under HIPAAAll benefits-eligible Presbyterian employees receive a comprehensive benefits package that includes medical, dental, vision, short-term and long-term disability, group term life insurance and other optional voluntary benefits.WellnessPresbyterian's Employee Wellness rewards program is designed to provide you with engaging opportunities to enhance your health and activate your well-being. Earn gift cards and more by taking an active role in our personal well-being by participating in wellness activities like wellness challenges, webinar, preventive screening and more.Why work at Presbyterian?As an organization, we are committed to improving the health of our communities. From hosting growers' markets to partnering with local communities, Presbyterian is taking active steps to improve the health of New Mexicans.About Presbyterian Healthcare ServicesPresbyterian exists to improve the health of patients, members, and the communities we serve. We are locally owned, not-for-profit healthcare system of nine hospitals, a statewide health plan and a growing multi-specialty medical group. Founded in New Mexico in 1908, we are the state's largest private employer with nearly 14,000 employees - including more than 1600 providers and nearly 4,700 nurses.Our health plan serves more than 580,000 members statewide and offers Medicare Advantage, Medicaid (Centennial Care) and Commercial health plans.AA/EOE/VET/DISABLED. PHS is a drug-free and tobacco-free employer with smoke free campuses.We're Determined to Support New Mexico's Well-Being | Presbyterian Healthcare Services