Pre-Arrival Specialist (Central Scheduling) - Part Time, Days, Hybrid

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The Pre-Arrival Specialist I is responsible for pre-service, scheduling, and registration activities to ensure patients are fully prepared for clinical services prior to their date of service. This role requires strong knowledge of medical terminology, diagnostic modalities, payer rules, and scheduling workflows. The Pre-Arrival Specialist I gathers complete demographic and payer information, verifies benefits, determines financial responsibility, and collects patient balances while delivering excellent customer service to patients, providers, and internal departments.

The Pre-Arrival Specialist I directly impacts patient experience, provider satisfaction, and revenue cycle accuracy by ensuring all pre-arrival requirements are met prior to service. This role strengthens clinical and financial readiness by confirming orders, medical necessity, and payer requirements prior to scheduling or service delivery.

Qualifications
Education

• High School Diploma or GED required.

Experience

• Experience in healthcare scheduling, registration, insurance verification, or related administrative roles preferred.
• Experience communicating with provider offices and payers beneficial.
• Demonstrated ability to work independently and as a team in high-pressure environments.
• Familiarity with medical terminology and clinical procedure workflows preferred.
• Experience with high call volume environments.

Skills & Knowledge

• Strong knowledge of medical terminology and diagnostic modalities.
• Excellent communication and customer service skills.
• Skill in interpreting insurance benefits and determining financial responsibility.
• Strong critical thinking and problem-solving skills.
• High accuracy in data entry and documentation.
• Proficiency navigating multiple systems simultaneously.
• Proven capacity to manage multiple tasks in a fast-paced environment.
• Comfortable discussing cost estimates, coverage, and patient responsibility using established scripting.

Employment Type: Part Time

Shift: 8 hours (Wk 1: Mon/Tues/Fri, Wk 2: Tues/Wed/Fri

Weekly Scheduled Hours: 20

Weekend Requirements:
Wage Range: $17.39-$24.34

Requirements:

• High School Diploma/GED or higher education

Demographic & Financial Registration

• Verifies patient identification per hospital policy.
• Ensures accuracy of scanned documentation (identification cards, insurance cards, etc.) on patient record.
• Interviews patients or representatives to obtain complete demographic and financial information.
• Demonstrates understanding regarding identifying and entering the correct guarantor in situations including minors, client guarantors, and legal guardians.
• Accesses payer and hospital systems to determine correct insurance coverage and benefits.
• Responds appropriately when no payer information is available or when a patient is self-pay.
• Determines patient responsibility using software and discuss payment with compassion.
• Collects copays and pre-service patient payments when appropriate, following established financial communication standards.
• Participates in meetings, shares improvement ideas, and supports compliance and process efficiency.
• Provides wayfinding support and patient assistance as needed.
• Serves as a preceptor when assigned.

Compliance

• Completes all processes in alignment with Patient Access compliance standards.
• Informs and educates patient prior to service of requirements pertaining to No Surprise Act, Provider Based Billing, Advanced Beneficiary Notice, or other payer requirements as needed.
• Collects all Meaningful Use demographic elements (race, ethnicity, sex assigned at birth, portal details).
• Obtains accurate financial information including MSP questionnaires to ensure compliant payer ranking.

Insurance Verification & Payer Requirements

• Verifies payer eligibility, coverage, and authorization requirements prior to the date of service. Communicates with patients or providers regarding required pre-authorizations.
• Uses critical thinking to ensure reimbursement for scheduled patient services.
• Determines patient responsibility using software and discusses payment with compassion.
• Coordinates with departments and provider offices when medical necessity or authorization issues occur.
• Stays current on payer authorization requirements.
• Documents verification outcomes, authorization numbers, and payer correspondence in the EHR and work queues.

Clinical Procedure Appointment Scheduling

• Schedules clinical tests and procedures requested by physicians, nursing units, or patients.
• Coordinates scheduling to align patient needs, staff availability, equipment, and department protocols.
• Verifies valid clinical orders and links them to appropriate appointments.
• Collaborates with departments to support patient flow.
• Identifies scheduling barriers and communicate concerns or recommendations to leadership.
• Participates in department meetings and contributes ideas for improvement.

Holland Hospital is an Equal Opportunity Employer, please see our EEO policy