Patient Visit Specialist

Now Hiring: Patient Visit Specialist

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:

• 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 times
• Ability to manage conflict and appropriately request the help of a supervisor when needed
• Fosters effective patient relations with patients, the public and providers by listening, responding and escalating when appropriate
• Round with patients waiting to ensure their comfort and to inform them of delays when applicable Encounter
• Review and follows order entered the EHR by the clinician
• Schedule return visits lab, radiology, STAT & ASAP appointments and advanced imaging
• Obtain Prior Authorization/Referral per payor protocols
• Validates patient MyChart Access
• Prints AVS as applicable with double check for HIPAA privacy
• Collects any backend patient balance such as high deductible
• Communicates effectively to ordering clinicians when any restriction, such as access, restricts or prohibits scheduling as ordered
• Refers as appropriate to onsite Financial Advocate, or for uninsured to the Financial Advocacy Center
• Validate 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
• Formulates complete and accurate telephone encounter messages and routes to the appropriate Epic in-basket pool to support operational aspects of patient care
• 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
• Comprehend quality service connection to patient satisfaction and reimbursement
• Participate in metric goals for telephones performance metrics, TSF and abandonment rate when applicable
• Perform confirmation calls when applicable to include directions and instructions as required by the visit type
• Respond quickly to patients showing distress. Follow guidelines set forth by the Clinic Manager 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
• Appointment reminder calls
• Rescheduling
• Evaluate provider schedules and take appropriate action to ensure accuracy and efficiency per guidelines
• Works with assigned physicians to maximize schedule effectiveness

Qualifications:

• High school 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 Professional
• Medical terminology training or 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
• Strong communication and organizational skills
• Ability to multitask, manage appointments, and maintain accurate healthcare records
• Ability to use the Electronic Medical Record (EMR) for scheduling, documentation, and communication.
• Strong customer service skills demonstrate professionalism and empathy
• Ability to handle confidential information as outlined under HIPAA

All 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.

Presbyterian'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.

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.

Presbyterian exists to improve the health of patients, members, and the communities we serve. We are a 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.

Presbyterian Healthcare Services