Pre-Services Specialist - Call Center

For over 50 years, Charlotte Radiology has been a trusted partner and industry leader in providing expert clinical imaging services and exceptional patient care. Charlotte Radiology serves NC/SC area healthcare providers and patients through advanced imaging technology, 40 convenient locations, and 500 team members – 90% of whom directly touch patient care. Our mission and vision are to be recognized as the premier radiology expert, where people come first - solidified through collaborate teamwork and quality-driven, customer focused services.

Charlotte Radiology values each individuals’ unique perspectives. Here, you will be a valued member of a larger diverse and inclusive team of experts all invested in one common goal – delivering exceptional care to our patients.

POSITION SUMMARY: The Pre-Services Specialist position provides excellent internal and external customer service by scheduling and registering patients for all CIS and CHS imaging locations, providing accurate detailed benefit and eligibility information to patients while collecting on current and previous charges occurred by the patient and ensuring open, clear communication with the outpatient staff regarding scheduling and order requests. This position is responsible for providing a positive initial introduction of Charlotte Radiology to its patients and referring physicians as it relates to financial obligations and imaging exams.

Shift Details: M - F / 8a - 5p

Essential Duties And Responsibilities

• Coordinate and schedule all radiology exams, including MRI, CT, ultrasound, X-ray, nuclear medicine, and interventional procedures.
• Register patients in Epic, ensuring all demographic and insurance information is accurate and up to date.
• Verify insurance coverage, benefits, and obtain pre-authorizations and referrals as required by payers.
• Provide patients with exam preparation instructions, arrival times, and any required documentation.
• Utilize Waystar or equivalent pricing tools to provide patients with out-of-pocket estimates and explain their financial responsibility.
• Monitor and follow up on pending authorizations and scheduling holds.
• Communicate effectively with physicians, outpatient clinic staff, technologists, and billing departments to ensure smooth workflow and accurate scheduling.
• Document all communication and authorization details in the patient record according to HIPAA and compliance guidelines.
• Respond to incoming scheduling requests via phone, fax, email, or electronic orders in a timely and professional manner.
• Maintain up-to-date scheduling logs, spreadsheets, and tracking systems for internal reporting and auditing purposes.
• Identify patients with outstanding balances or bad debt and follow appropriate financial clearance protocols before scheduling.
• Assist in resolving scheduling conflicts and rescheduling appointments as needed due to equipment downtime, staffing, or clinical priority changes.
• Participate in peer training for new hires
  
  

Minimum Qualifications

Education/Licensing/Certification:

• Highschool Education
  
  

Experience (years And Type)

• 1-3 years’ experience of Customer Service, Patient registrations/scheduling, medical office setting
• Call center experience; Insurance knowledge, medical billing and coding experience a plus
  
  

Knowledge And Skills

• Knowledge of medical billing/collection practices
• Medical terminology and medical office experience
• Ability to read, understand and comprehend the CPT and ICD.9, ICD.10 manuals
• Strong verbal and written communication skills
• Knowledge of basic medical coding and third-party operating procedures and practices
• Strong internal and external customer service skills
• Ability to multitask and work independently without direct supervision.
• Ability to demonstrate strength in problem solving
• Ability to handle confidential information
  
  

Travel Required (% of time):

• 0-25%
  
  

Physical Requirements & Work Environment

• Primarily sitting
• Lift 25lbs
  
  

Charlotte Radiology offers competitive base salary and comprehensive health and welfare benefits including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Telehealth, Disability, Employee Assistance Program, and 401k Retirement Savings.

Charlotte Radiology is an equal opportunity, at-will employer, and administers all personnel practices without regard to race, color, religion, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law.