Patient Engagement Specialist - Tier I

Copley Hospital, located in Morrisville/Stowe VT, is looking for a Patient Engagement Specialist - Tier I for the Radiology department. Serves as a front-line point of contact for patients, providers, radiologists, technologists, and other departments throughout the scheduling and imaging process. Schedules exams across all Radiology modalities while building working knowledge of each modality's exam requirements, preparation instructions, and protocols. Verifies that orders, patient information, insurance requirements, and authorizations are accurate and complete, and provides reception support, manages calls, processes imaging requests, and performs clerical functions. Works within established procedures and escalates complex issues to a Tier II or Tier III specialist or the Radiology Director. Complies with all applicable state and federal laws, regulations, and Copley Hospital policies.

This position is Full-Time (PT available).

Copley Hospital has a variety of shifts available across Full-Time, Part-Time, and Per Diem needs. Please consider applying to discuss how your availability may align.

Compensation: $21.30-27.02/hr.

The posted salary range reflects base compensation for candidates with a variety of experience. An offer within this range may be presented based on experience.

• Schedules and coordinates appointments for all Radiology modalities by phone, in person, and through the electronic scheduling system. Confirms appointments and gives patients clear preparation and arrival instructions. 

• Learns the exam requirements, protocols, and preparation instructions for every Radiology modality, and completes assigned cross-training and competency reviews. 

• Reviews orders for completeness and medical necessity. Contacts ordering providers for corrected or additional orders, and consults radiologists and technologists on protocols when needed. 

• Adjusts schedules for cancellations, changes, and routine urgent needs, and coordinates multiple appointments within Radiology and with other departments. 

• Greets, registers, and checks in patients. Verifies identity, demographics, ordering provider, and insurance. Directs billing questions to the appropriate department. 

• Supports prior authorizations by working with referring providers and the Copley PA coordinator, using insurance portals such as eviCore and Carelon. Follows up on incomplete orders before appointments. 

• Scans or enters orders, authorizations, and release forms into the medical record. Processes faxes, retrieves and distributes reports, and reviews outstanding or future orders per department procedure. Directs image requests to the PACS Coordinator per HIPAA and procedure. 

• Answers the department phone promptly and professionally and routes calls and messages to the right person. 

• Navigates CPSI, eClinicalWorks, Nucleus, Infinitt, Zoom, Microsoft Office, and insurance portals. Maintains accurate documentation. 

• Escalates complex scheduling, authorization, registration, or patient care concerns to a Tier II or Tier III specialist or the Radiology Director rather than resolving them independently. 

• Keeps the reception area clean, organized, and stocked. 

• Maintains HIPAA compliance and patient confidentiality. Participates in required training and department projects. 

Education Required:

High School Diploma or equivalent 

Experience Desired: One year in a healthcare, customer service, scheduling, registration, or administrative setting preferred. Hospital or outpatient experience; diagnostic imaging or procedure scheduling; EMR and scheduling systems; medical terminology and basic anatomy; insurance verification or prior authorization. 

Skills Required:

Excellent customer service, phone, and interpersonal skills. Strong organization, follow-up, and attention to detail. Able to multitask and stay calm when schedules change. Sound judgment within established guidelines, including recognizing when to escalate. Computer and EMR proficiency and willingness to learn new systems.