Pre-Visit Specialist - Hybrid Role
Job Summary: This position provides support of the patient services specialists by reviewing schedules appointments during the prep timeframe including direct and proactive communication with patients as a core responsibility. The team partner is expected to initiate outbound patient contact by telephone and other approved communication methods to support appointment scheduling, care coordination, follow up needs and other assigned patient-related activities.
Primary Job Responsibilities/Tasks may include, but are not limited to:
- Review upcoming appointment schedules within the designated preparation timeframe to identify insurance eligibility concerns, out-of-network benefits, self-pay status, missing demographic or insurance information, and other financial-clearance needs.
- Verify patient eligibility and benefits, including applicable deductibles, copayments, coinsurance, coverage limitations, and services that may require additional review, for appointments scheduled at least one week in advance.
- Contact patients before their appointments to obtain or update insurance and demographic information, explain identified coverage concerns, and communicate anticipated financial responsibilities in a clear and professional manner.
- Contact patients with significant outstanding balances, discuss available payment options or next steps within established guidelines, and support timely collection efforts while maintaining a respectful patient experience.
- Coordinate with Patient Services Specialists, clinical teams, billing staff, and other departments to resolve eligibility, registration, scheduling, or account issues before the patient's visit whenever possible.
- Document all verification results, patient outreach attempts, financial discussions, and required follow-up accurately and promptly in athenaNet in accordance with organizational standards and regulatory requirements.
- Accurately record and route patient messages to the appropriate individual or department, including complete details needed for timely follow-up.
- Educate patients on registration, insurance, payment, and practice processes, including use of the Patient Portal, and confirm understanding when appropriate.
- Establish credit card-on-file agreements at check-in and collect deductibles, coinsurance, copayments, outstanding balances, and payment for noncovered services at check-out in accordance with established policies.
- Process payments accurately, provide appropriate receipts or documentation, and reconcile, balance, and close assigned batches daily, escalating discrepancies promptly.
- Monitor and manage assigned athenaNet work queues, inboxes, and other designated coverage areas; prioritize time-sensitive items and ensure appropriate follow-through.
- Protect patient confidentiality and handle protected health and financial information in accordance with HIPAA, organizational policies, and applicable requirements.
- Meet established productivity, accuracy, quality, and service expectations; identify recurring issues and communicate opportunities to improve pre-visit workflows and the patient experience.
- Provide coverage and support for related patient-service functions as operational needs require and perform other duties as assigned.
Requirements:
- Completion of Hepatitis B Vaccine and Flu Vaccine Form will be required. Candidate may decline vaccination through declination form or may provide record of vaccination from previous employer.
- Completion of TB test will be required.
- Education
- High school diploma; some college preferred
- Experience:
- Minimum of one-year medical office or healthcare facility experience
- E.H.R. and Scheduling experience
- Experience serving customers in person and on the phone
- Physical Requirements
- Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling.
- Must be able to lift and support weight of 35 pounds in handling patients, equipment and supplies.
- Dexterity in hands and fingers.
- Ability to quickly respond to changing conditions and situations.
- Ability to concentrate on details.