American Oncology Network
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Patient Services Specialist
role at
American Oncology Network .
Position Summary The primary responsibilities of Patient Services Specialist (PSS) are to provide quality customer service by greeting the patient, collecting their information and payments in addition to scheduling appointments and maintaining medical records. The duties vary by office layout and may be broken up or combined based on size and skill in office.
Location Messino Cancer Centers
Pay Range $16.91 - $28.20
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, patient appointments, and maintain schedules to adhere to physician preferences.
Work with physicians to assign new patients to appropriate clinicians per office policy, keeping records of assignments, dates, and diagnoses.
Accurately and promptly check‑in patients per clinic policy, collect and document payments, and verify demographic information.
Collect or scan patient identification, patient chart photo and insurance cards.
Prepare work reports in accordance with AON and clinic protocols.
Schedule patient appointments including follow‑ups, treatments, referrals, and outside testing.
Prepare the clinic daily close deposit and documents; balance the cash drawer when applicable.
Distribute documents to appropriate departments, maintain e‑fax servers, and accurately enter data into patient charts.
Fax or mail records requested by patients or outside physicians.
Request missing information for future appointments and ensure records are filed in the chart.
Check‑in Station (if applicable)
Check sign‑in list as patients arrive for appointments.
Promptly note patient’s arrival in EMR system and notify appropriate staff.
Verify the patient’s identity according to AONS’ Patient I.D. policy and provide label.
Collect patient co‑pays at time of sign‑in and provide receipt.
Notify Financial Counselor if patient is unable to make payment.
Post all payments in computer, log on A/R sheets.
Copy insurance cards and photograph ID of new patients.
Ensure patient completes medical history forms and notify Financial Counselor as needed.
Verify information on the patient’s demographic sheet; have patient initial and date every 30 days and in January each year.
Answer telephone promptly, route calls or take messages as appropriate.
Relay messages to doctor on rounds, take phones off answering service promptly at 9:00 a.m. and re‑enable at 5:00 p.m.
Retrieve and distribute messages from voicemail or answering service.
Contact patients who do not keep appointments to determine reason, reschedule, and document call.
Cancel missed appointments in computer to produce clean schedules.
Forward sign‑in sheets to the EDI Department at the corporate office.
Schedule physician meetings and drug representative lunches in computer.
Give death certificate to physician for signature and call funeral home when paperwork is completed.
Run trial close each day and fax appropriate information to the business office.
Contact patients the day before appointment to remind them of time; reschedule as needed.
Compile and distribute information sheets and discs for the PET Scanner where applicable.
Check‑out Station (if applicable)
Schedule follow‑up appointments for clinic as directed by physician’s orders and depart patients out of EMR system.
Schedule outside testing, referrals, and hospital admissions as ordered by physicians, if applicable.
Print patient’s list of appointments and explain each appointment.
Provide preparation instructions and non‑prescription medication for outside testing where required.
Request and collect payment from patients; post credit card payments in computer.
Notify financial counselor if patient cannot pay; balance cash drawer in a.m. and p.m. daily.
Work with physician and nursing staff to create manageable daily schedules.
Maintain schedules to reschedule for physician vacations, conferences, and personal appointments.
Run trial close daily, verify with office manager, and fax to business office.
Notify of insurance changes or urgent scheduling needs.
Answer phones promptly and route calls or take messages as appropriate.
Check and maintain front staff and medical record query reports.
Medical Records Station (if applicable)
Assemble all new patient and Hospital Follow‑Up (HFU) charts.
Obtain pertinent information for patient’s appointments by contacting referring physicians, hospitals, labs, etc.
Verify all records received and maintain fax machine supplies.
Distribute received faxes promptly; open, sort, and distribute daily mail and other reports.
Empty courier box upon arrival and distribute interoffice mail promptly.
Request and distribute to outside physicians and correspondence as needed.
Send charts to corporate office for copying by outside copying company.
Answer telephones and take messages as appropriate; run daily close each day.
Fax Server (if applicable)
Check fax server periodically for new faxes to file.
Verify date of birth before filing, delete faxes once labeled and filed.
Notify Onco/EMR support or office manager to correct incorrectly filed faxes or add missing procedure.
File all documents in correct category and name/subject.
Job Duties Common To All Stations
Provide support and understanding to our patients and their caregivers to create a friendly and welcoming environment.
Graciously answer telephones promptly and route calls or document messages within the EMR.
Activate and deactivate the answering service as required for clinic hours.
Perform tasks of other patient services specialist stations when trained.
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, including IT policies and disaster recovery plan.
Assist in training other AON employees.
Keep work area and records neat and orderly.
Maintain company equipment in safe working order.
Maintain confidentiality of patient and employee information per policy and HIPAA regulations.
Be expected to work at any AON location to meet business needs.
Education High School Diploma; Associate’s degree a plus.
Experience
Minimally one year healthcare field. Physician office 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: solid problem solving, analysis, decision‑making, planning, time management and organizational skills. Must be detailed oriented with independent judgment.
Interpersonal effectiveness: developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness.
Communication skills: good command of English; second language a plus. Effective oral, written, presentation skills.
Customer service & organizational awareness: strong customer focus and ability to build engaging culture of quality and operational excellence.
Self‑management: effectively manages own time, conflicting priorities, self, stress, and professional development.
Must work effectively in a fast‑paced, multi‑site environment with competing priorities from a variety of 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; weekend shifts based on location hours and operational needs.
Seniority Level Entry level
Employment Type Full‑time
Job Function Health Care Provider
Industries Medical Practices
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Patient Services Specialist
role at
American Oncology Network .
Position Summary The primary responsibilities of Patient Services Specialist (PSS) are to provide quality customer service by greeting the patient, collecting their information and payments in addition to scheduling appointments and maintaining medical records. The duties vary by office layout and may be broken up or combined based on size and skill in office.
Location Messino Cancer Centers
Pay Range $16.91 - $28.20
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, patient appointments, and maintain schedules to adhere to physician preferences.
Work with physicians to assign new patients to appropriate clinicians per office policy, keeping records of assignments, dates, and diagnoses.
Accurately and promptly check‑in patients per clinic policy, collect and document payments, and verify demographic information.
Collect or scan patient identification, patient chart photo and insurance cards.
Prepare work reports in accordance with AON and clinic protocols.
Schedule patient appointments including follow‑ups, treatments, referrals, and outside testing.
Prepare the clinic daily close deposit and documents; balance the cash drawer when applicable.
Distribute documents to appropriate departments, maintain e‑fax servers, and accurately enter data into patient charts.
Fax or mail records requested by patients or outside physicians.
Request missing information for future appointments and ensure records are filed in the chart.
Check‑in Station (if applicable)
Check sign‑in list as patients arrive for appointments.
Promptly note patient’s arrival in EMR system and notify appropriate staff.
Verify the patient’s identity according to AONS’ Patient I.D. policy and provide label.
Collect patient co‑pays at time of sign‑in and provide receipt.
Notify Financial Counselor if patient is unable to make payment.
Post all payments in computer, log on A/R sheets.
Copy insurance cards and photograph ID of new patients.
Ensure patient completes medical history forms and notify Financial Counselor as needed.
Verify information on the patient’s demographic sheet; have patient initial and date every 30 days and in January each year.
Answer telephone promptly, route calls or take messages as appropriate.
Relay messages to doctor on rounds, take phones off answering service promptly at 9:00 a.m. and re‑enable at 5:00 p.m.
Retrieve and distribute messages from voicemail or answering service.
Contact patients who do not keep appointments to determine reason, reschedule, and document call.
Cancel missed appointments in computer to produce clean schedules.
Forward sign‑in sheets to the EDI Department at the corporate office.
Schedule physician meetings and drug representative lunches in computer.
Give death certificate to physician for signature and call funeral home when paperwork is completed.
Run trial close each day and fax appropriate information to the business office.
Contact patients the day before appointment to remind them of time; reschedule as needed.
Compile and distribute information sheets and discs for the PET Scanner where applicable.
Check‑out Station (if applicable)
Schedule follow‑up appointments for clinic as directed by physician’s orders and depart patients out of EMR system.
Schedule outside testing, referrals, and hospital admissions as ordered by physicians, if applicable.
Print patient’s list of appointments and explain each appointment.
Provide preparation instructions and non‑prescription medication for outside testing where required.
Request and collect payment from patients; post credit card payments in computer.
Notify financial counselor if patient cannot pay; balance cash drawer in a.m. and p.m. daily.
Work with physician and nursing staff to create manageable daily schedules.
Maintain schedules to reschedule for physician vacations, conferences, and personal appointments.
Run trial close daily, verify with office manager, and fax to business office.
Notify of insurance changes or urgent scheduling needs.
Answer phones promptly and route calls or take messages as appropriate.
Check and maintain front staff and medical record query reports.
Medical Records Station (if applicable)
Assemble all new patient and Hospital Follow‑Up (HFU) charts.
Obtain pertinent information for patient’s appointments by contacting referring physicians, hospitals, labs, etc.
Verify all records received and maintain fax machine supplies.
Distribute received faxes promptly; open, sort, and distribute daily mail and other reports.
Empty courier box upon arrival and distribute interoffice mail promptly.
Request and distribute to outside physicians and correspondence as needed.
Send charts to corporate office for copying by outside copying company.
Answer telephones and take messages as appropriate; run daily close each day.
Fax Server (if applicable)
Check fax server periodically for new faxes to file.
Verify date of birth before filing, delete faxes once labeled and filed.
Notify Onco/EMR support or office manager to correct incorrectly filed faxes or add missing procedure.
File all documents in correct category and name/subject.
Job Duties Common To All Stations
Provide support and understanding to our patients and their caregivers to create a friendly and welcoming environment.
Graciously answer telephones promptly and route calls or document messages within the EMR.
Activate and deactivate the answering service as required for clinic hours.
Perform tasks of other patient services specialist stations when trained.
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, including IT policies and disaster recovery plan.
Assist in training other AON employees.
Keep work area and records neat and orderly.
Maintain company equipment in safe working order.
Maintain confidentiality of patient and employee information per policy and HIPAA regulations.
Be expected to work at any AON location to meet business needs.
Education High School Diploma; Associate’s degree a plus.
Experience
Minimally one year healthcare field. Physician office 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: solid problem solving, analysis, decision‑making, planning, time management and organizational skills. Must be detailed oriented with independent judgment.
Interpersonal effectiveness: developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness.
Communication skills: good command of English; second language a plus. Effective oral, written, presentation skills.
Customer service & organizational awareness: strong customer focus and ability to build engaging culture of quality and operational excellence.
Self‑management: effectively manages own time, conflicting priorities, self, stress, and professional development.
Must work effectively in a fast‑paced, multi‑site environment with competing priorities from a variety of 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; weekend shifts based on location hours and operational needs.
Seniority Level Entry level
Employment Type Full‑time
Job Function Health Care Provider
Industries Medical Practices
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