American Oncology Management Company
Patient Services Specialist
American Oncology Management Company, Savannah, Georgia, United States, 31441
Overview
Location:
Low Country Cancer Care
Pay Range:
$15.83 - $26.38
This position supports Low Country Cancer Care in Savannah.
Position Summary: The primary responsibilities of the Patient Services Specialist (PSS) are to provide quality customer service by greeting the patient, collecting their information and payments, scheduling appointments, and maintaining medical records. Depending on office size and skill mix, responsibilities may be adjusted across different stations.
Key Performance Areas Create and maintain patient charts within the EMR and billing systems for New and Hospital Consult Patients. Accurately record and communicate Hospital Consults to the appropriate physician. Manage physician requests regarding schedule changes and future schedules to adhere to physician preferences (e.g., max number of patients, gaps between patients, canceling appointments) and resolve problems in advance. Work with physicians to assign new patients to the appropriate clinician per office policy, if applicable. Maintain records of physician assignments, dates, and diagnoses, if applicable. Accurately and promptly check-in patients per clinic policy, collect and document payments, and verify demographic information is up to date. Collect or scan patient identification, patient chart photo, and insurance cards. Prepare and work reports in accordance with clinic protocols to ensure patient care is accurate and timely. Schedule patient appointments including follow-ups, treatments, referrals, and outside testing ordered by the physician and provide to the patient in accordance with clinic policy. Prepare the clinic daily close deposit and documents. Balance the cash drawer if applicable. Distribute documents to appropriate departments. Maintain E-Fax servers and distribute appropriately and/or accurately enter to patient chart as required. Fax or mail records requested by patients or outside physicians. Request missing information for future appointments from facility or provider and have them faxed to the clinic, then file the record in the chart.
Check-in Station (if applicable)
Check the sign-in list as patients arrive for appointments. Promptly note patient’s arrival in the EMR system and indicate the patient’s location to notify appropriate staff of the patient’s arrival. Verify the patient’s identity according to policy and label the patient or provide a label for the patient to apply. Collect patient co-pays at sign-in and print or write a receipt and give to the patient. Notify the Financial Counselor if the patient is unable to make payment. Post all payments in the computer and log payment on A/R sheets. Copy insurance cards and photo ID of all new patients. Ensure patient completes medical history forms and notify Financial Counselor of the patient’s arrival as needed. Verify information on the patient’s demographic sheet. Have patient initials and date every 30 days and in January of every year. Answer telephone promptly and route calls or take messages as appropriate. Relay messages to the doctor on rounds. Take phones off the answering service promptly at 9:00 a.m. and switch calls to answering service at 5:00 p.m. Retrieve messages left with the answering service/voicemail and distribute as necessary. Take hospital consult information and relay to physicians and Hospital Rounds Coordinator or other assigned person. Contact patients who miss appointments to determine reason and reschedule; document the call and reason in the patient’s Onco/EMR. If the patient cannot be reached by phone, send an appropriate letter. Cancel missed appointments in computer to maintain clean schedules at end of the workday. Forward sign-in sheets to the EDI Department at the corporate office. Schedule physician meetings and drug representative meals as needed. Provide the death certificate to the physician for signature. Notify funeral home when paperwork is completed. Run daily trial close. Fax appropriate information to the business office according to policy. Contact patients the day before their appointment to remind them of the time. Reschedule appointments as needed. Compile and distribute information sheets and discs for the PET Scanner in applicable offices.
Check-Out Station (if applicable)
Schedule follow-up appointments for clinic as directed by physician’s orders and depart patients from the EMR system. Schedule outside testing, referrals to other physicians, and hospital admissions as ordered by physicians, if applicable. Print out patient lists of appointments and explain each appointment if applicable. If outside testing requires preparation, provide the patient with preparation instructions and any needed non-prescription medication, and explain the process to the patient/family. Request and collect payments from patients as stated on the A/R Report and/or computer. Notify financial counselor if the patient is unable to make payment. Post credit card payments in the computer and log payments on A/R sheets. Work with physician and nursing staff to establish manageable daily schedules. Maintain schedules to ensure patients are rescheduled to accommodate physician vacations, conferences, and personal appointments. Run daily trial close. Verify with the office manager and fax to the business office. Notify financial counselor of any insurance changes or urgent outside scheduling, or hospital admissions. Answer phones promptly and route calls or take messages as appropriate. Balance cash drawer in the morning and afternoon daily. Handle cash drawer according to policy. Check and maintain front staff and medical record query reports.
Medical Records Station (if applicable)
Assemble all new patient and Hospital Follow-Up charts. Obtain pertinent information for patient appointments by contacting referring doctors, hospitals, labs, etc. Verify all records received. Maintain fax machine with supplies and distribute received faxes promptly. Open, sort, and distribute daily mail and any other reports delivered by labs, home health agencies, etc. Empty courier box on arrival and distribute interoffice mail promptly. Request from and distribute to outside physicians correspondence, reports, test results for individual patients. This is accomplished through the medical records activity code in OncoEMR. Initiate front staff and doctor activity codes as directed by the AON physician of record. Run medical records, refer to doctor and front staff reports daily and process accordingly. Fax or mail records requested by patients or outside physicians. Send charts to corporate office for copying by outside copying services in response to subpoenas or other legal requests per policy. Run daily close and fax appropriate information to the business office.
Fax Server (if applicable)
Check the fax server periodically for new faxes to file. Verify date of birth before selecting account to file records. Delete faxes after labeling and filing correctly. Notify Onco/EMR support or office manager to correct misfiled faxes. Notify Onco support or office manager if a procedure is missing from the Name/Subject list to be added. File all documents in the correct category and with the correct document Name/Subject.
Job Duties Common to All Stations
Provide support and create a welcoming environment for patients and their caregivers. Answer telephones promptly and route calls or document messages as appropriate within the EMR. Activate and deactivate the answering service as required for clinic hours. Perform tasks from other PSS stations as trained and cover other stations for absences, lunches, vacations, etc. Comply with all Federal and State laws and regulations pertaining to patient care, patients’ rights, safety, billing, privacy, and collections. Adhere to all AON and departmental policies and procedures, including IT policies and disaster recovery. Assist in training other AON employees. Keep work area and records neat and orderly. Maintain all company equipment in a safe and working order. Maintain confidentiality of all patient and employee information at all times in accordance with policy and HIPAA regulations. Be willing to work at any AON location to meet business needs.
Required Qualifications:
Education:
High School Diploma; Associates degree a plus
Experience:
Minimally one year in a healthcare field. Physician office experience preferred.
Patient/Customer focused.
Attention to detail with strong ability to multitask.
Excellent interpersonal skills.
Strong communication skills with a wide variety of personalities.
Core Capabilities:
Analysis & Critical Thinking:
Critical thinking skills including problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detail oriented with the ability to exercise independent judgment.
Interpersonal Effectiveness:
Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and emotionally charged matters.
Communication Skills:
Good command of the English language. Second language is an asset but not required. Effective communication (oral, written, presentation), active listening, and balanced feedback.
Customer Service & Organizational Awareness:
Strong customer focus. Ability to foster a culture of quality, performance, and operational excellence through collaboration and partnerships, and positive relations with employees, physicians, and the community.
Self-Management:
Manages own time, priorities, stress, and professional development. Self-motivated and able to work independently with limited supervision. Ability to work remotely if required.
Must be able to work effectively in a fast-paced, multi-site environment with the ability to juggle competing priorities from various stakeholders.
Computer Skills:
Proficiency in MS Office Word, Excel, PowerPoint, and Outlook required.
Travel:
0%
Standard Core Workdays/Hours:
Monday to Friday 7:30 AM - 4:30 PM. Occasional overtime may be required, and weekend shifts based on location hours and operational needs.
#AONC
#J-18808-Ljbffr
Low Country Cancer Care
Pay Range:
$15.83 - $26.38
This position supports Low Country Cancer Care in Savannah.
Position Summary: The primary responsibilities of the Patient Services Specialist (PSS) are to provide quality customer service by greeting the patient, collecting their information and payments, scheduling appointments, and maintaining medical records. Depending on office size and skill mix, responsibilities may be adjusted across different stations.
Key Performance Areas Create and maintain patient charts within the EMR and billing systems for New and Hospital Consult Patients. Accurately record and communicate Hospital Consults to the appropriate physician. Manage physician requests regarding schedule changes and future schedules to adhere to physician preferences (e.g., max number of patients, gaps between patients, canceling appointments) and resolve problems in advance. Work with physicians to assign new patients to the appropriate clinician per office policy, if applicable. Maintain records of physician assignments, dates, and diagnoses, if applicable. Accurately and promptly check-in patients per clinic policy, collect and document payments, and verify demographic information is up to date. Collect or scan patient identification, patient chart photo, and insurance cards. Prepare and work reports in accordance with clinic protocols to ensure patient care is accurate and timely. Schedule patient appointments including follow-ups, treatments, referrals, and outside testing ordered by the physician and provide to the patient in accordance with clinic policy. Prepare the clinic daily close deposit and documents. Balance the cash drawer if applicable. Distribute documents to appropriate departments. Maintain E-Fax servers and distribute appropriately and/or accurately enter to patient chart as required. Fax or mail records requested by patients or outside physicians. Request missing information for future appointments from facility or provider and have them faxed to the clinic, then file the record in the chart.
Check-in Station (if applicable)
Check the sign-in list as patients arrive for appointments. Promptly note patient’s arrival in the EMR system and indicate the patient’s location to notify appropriate staff of the patient’s arrival. Verify the patient’s identity according to policy and label the patient or provide a label for the patient to apply. Collect patient co-pays at sign-in and print or write a receipt and give to the patient. Notify the Financial Counselor if the patient is unable to make payment. Post all payments in the computer and log payment on A/R sheets. Copy insurance cards and photo ID of all new patients. Ensure patient completes medical history forms and notify Financial Counselor of the patient’s arrival as needed. Verify information on the patient’s demographic sheet. Have patient initials and date every 30 days and in January of every year. Answer telephone promptly and route calls or take messages as appropriate. Relay messages to the doctor on rounds. Take phones off the answering service promptly at 9:00 a.m. and switch calls to answering service at 5:00 p.m. Retrieve messages left with the answering service/voicemail and distribute as necessary. Take hospital consult information and relay to physicians and Hospital Rounds Coordinator or other assigned person. Contact patients who miss appointments to determine reason and reschedule; document the call and reason in the patient’s Onco/EMR. If the patient cannot be reached by phone, send an appropriate letter. Cancel missed appointments in computer to maintain clean schedules at end of the workday. Forward sign-in sheets to the EDI Department at the corporate office. Schedule physician meetings and drug representative meals as needed. Provide the death certificate to the physician for signature. Notify funeral home when paperwork is completed. Run daily trial close. Fax appropriate information to the business office according to policy. Contact patients the day before their appointment to remind them of the time. Reschedule appointments as needed. Compile and distribute information sheets and discs for the PET Scanner in applicable offices.
Check-Out Station (if applicable)
Schedule follow-up appointments for clinic as directed by physician’s orders and depart patients from the EMR system. Schedule outside testing, referrals to other physicians, and hospital admissions as ordered by physicians, if applicable. Print out patient lists of appointments and explain each appointment if applicable. If outside testing requires preparation, provide the patient with preparation instructions and any needed non-prescription medication, and explain the process to the patient/family. Request and collect payments from patients as stated on the A/R Report and/or computer. Notify financial counselor if the patient is unable to make payment. Post credit card payments in the computer and log payments on A/R sheets. Work with physician and nursing staff to establish manageable daily schedules. Maintain schedules to ensure patients are rescheduled to accommodate physician vacations, conferences, and personal appointments. Run daily trial close. Verify with the office manager and fax to the business office. Notify financial counselor of any insurance changes or urgent outside scheduling, or hospital admissions. Answer phones promptly and route calls or take messages as appropriate. Balance cash drawer in the morning and afternoon daily. Handle cash drawer according to policy. Check and maintain front staff and medical record query reports.
Medical Records Station (if applicable)
Assemble all new patient and Hospital Follow-Up charts. Obtain pertinent information for patient appointments by contacting referring doctors, hospitals, labs, etc. Verify all records received. Maintain fax machine with supplies and distribute received faxes promptly. Open, sort, and distribute daily mail and any other reports delivered by labs, home health agencies, etc. Empty courier box on arrival and distribute interoffice mail promptly. Request from and distribute to outside physicians correspondence, reports, test results for individual patients. This is accomplished through the medical records activity code in OncoEMR. Initiate front staff and doctor activity codes as directed by the AON physician of record. Run medical records, refer to doctor and front staff reports daily and process accordingly. Fax or mail records requested by patients or outside physicians. Send charts to corporate office for copying by outside copying services in response to subpoenas or other legal requests per policy. Run daily close and fax appropriate information to the business office.
Fax Server (if applicable)
Check the fax server periodically for new faxes to file. Verify date of birth before selecting account to file records. Delete faxes after labeling and filing correctly. Notify Onco/EMR support or office manager to correct misfiled faxes. Notify Onco support or office manager if a procedure is missing from the Name/Subject list to be added. File all documents in the correct category and with the correct document Name/Subject.
Job Duties Common to All Stations
Provide support and create a welcoming environment for patients and their caregivers. Answer telephones promptly and route calls or document messages as appropriate within the EMR. Activate and deactivate the answering service as required for clinic hours. Perform tasks from other PSS stations as trained and cover other stations for absences, lunches, vacations, etc. Comply with all Federal and State laws and regulations pertaining to patient care, patients’ rights, safety, billing, privacy, and collections. Adhere to all AON and departmental policies and procedures, including IT policies and disaster recovery. Assist in training other AON employees. Keep work area and records neat and orderly. Maintain all company equipment in a safe and working order. Maintain confidentiality of all patient and employee information at all times in accordance with policy and HIPAA regulations. Be willing to work at any AON location to meet business needs.
Required Qualifications:
Education:
High School Diploma; Associates degree a plus
Experience:
Minimally one year in a healthcare field. Physician office experience preferred.
Patient/Customer focused.
Attention to detail with strong ability to multitask.
Excellent interpersonal skills.
Strong communication skills with a wide variety of personalities.
Core Capabilities:
Analysis & Critical Thinking:
Critical thinking skills including problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detail oriented with the ability to exercise independent judgment.
Interpersonal Effectiveness:
Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and emotionally charged matters.
Communication Skills:
Good command of the English language. Second language is an asset but not required. Effective communication (oral, written, presentation), active listening, and balanced feedback.
Customer Service & Organizational Awareness:
Strong customer focus. Ability to foster a culture of quality, performance, and operational excellence through collaboration and partnerships, and positive relations with employees, physicians, and the community.
Self-Management:
Manages own time, priorities, stress, and professional development. Self-motivated and able to work independently with limited supervision. Ability to work remotely if required.
Must be able to work effectively in a fast-paced, multi-site environment with the ability to juggle competing priorities from various stakeholders.
Computer Skills:
Proficiency in MS Office Word, Excel, PowerPoint, and Outlook required.
Travel:
0%
Standard Core Workdays/Hours:
Monday to Friday 7:30 AM - 4:30 PM. Occasional overtime may be required, and weekend shifts based on location hours and operational needs.
#AONC
#J-18808-Ljbffr