American Oncology Management Company
Patient Services Specialist
American Oncology Management Company, Marion, North Carolina, United States, 28752
Location:
Messino Cancer Centers
Pay Range:
$16.91 - $28.20
Position Summary: The primary responsibilities of Patient Services Specialist (PSS) are to provide quality customer service by greeting patients, collecting their information and payments, and scheduling appointments while maintaining medical records. Due to varying AON office layouts, responsibilities may be divided or combined based on office size and staff skill.
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 patient appointments, adhering to physician preferences (maximum number of patients, gaps between patients, etc.). Work with physicians to assign new patients per office policy and keep records of assignments, dates, and diagnoses. Promptly check‑in patients per clinic policy, collect and document payments, and verify demographic information. Collect or scan patient identification, 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's daily close deposit and documents. Balance the cash drawer if applicable. Distribute documents to appropriate departments. Maintain E‑Fax servers and distribute or enter records into patient charts as required. Fax or mail records requested by patients or outside physicians. Request missing information for future appointments from facilities or providers and ensure filing in the chart.
Check‑in Station (if applicable) Check sign‑in list as patients arrive, note arrival in EMR, and inform appropriate staff. Verify patient identity and attach name label. Collect co‑pays, print or write receipts, and notify the Financial Counselor if the patient cannot pay. Enter payments into the computer and log on A/R sheets. Copy insurance cards and photograph ID of new patients. Ensure completion of medical history forms and notify the Financial Counselor. Verify demographic sheet information and have the patient initial and date every 30 days and in January of every year. Answer telephone promptly and route calls or take messages. Relay messages to the doctor on rounds. Manage answering service between 9:00 a.m. and 5:00 p.m., retrieve messages, and distribute as necessary. Take hospital consult information and relay it to physicians and the Hospital Rounds Coordinator. Call patients who miss appointments to reschedule, document the call, and send letters if they cannot be reached. Cancel missed appointments to keep schedules clean. Forward sign‑in sheets to the EDI Department. Schedule meetings and representative lunches. Handle death certificates, funeral home calls, and trial close each day. Fax required information to the business office and remind patients of appointment times.
Check‑out Station (if applicable) Schedule follow‑up appointments per physician orders, remove patients from the EMR, and schedule outside testing or referrals as needed. Explain appointment lists and preparations to patients. Collect payments and notify the financial counselor if patients cannot pay. Post credit card payments and log the payment. Coordinate with physician and nursing staff to maintain manageable daily schedules. Adjust schedules for physicians’ vacations, conferences, or personal appointments. Run daily trial close and fax necessary information. Balance the cash drawer in the morning and afternoon. Handle any insurance changes or STAT outside scheduling and notify the financial counselor. Answer phones promptly and route calls or take messages. Maintain front staff and medical record query reports.
Medical Records Station (if applicable) Assemble all new patient and Hospital Follow‑Up charts. Contact referring doctors, hospitals, labs, etc., to obtain pertinent information and verify all records received. Maintain the fax machine and supplies, distribute received faxes promptly, and open, sort, and distribute daily mail and reports. Empty the courier box and distribute inter‑office mail. Request and distribute outside physician correspondence, reports, and test results to individual patients. File documents correctly and notify support staff of any missing procedures. Send charts to the corporate office for copying when required by subpoenas or other legal requests. Answer phones and route calls or take messages. Run daily close and fax necessary information to the business office.
Fax Server (if applicable) Check the fax server throughout the day for new faxes, verify date of birth before filing, and delete correctly filed faxes. Notify Onco/EMR support or office manager of incorrectly filed faxes and missing procedures, and file all documents in the correct category.
Job Duties Common to all stations Provide support and understanding to patients and caregivers to create a friendly environment. Graciously answer telephone calls and route messages within the EMR. Activate and deactivate the answering service as required for clinic hours. Understand and follow emergency call policy. Perform tasks of other stations as trained and cover absences, lunches, or vacations. Comply with all federal and state laws on patient care, rights, safety, billing, privacy, and collections. Adhere to all AON policies, IT procedures, and disaster recovery plan. Assist in training AON employees. Maintain a neat workspace and preserve patient and employee confidentiality in accordance with HIPAA.
Required Qualifications
Education: High School Diploma; Associate’s degree a plus.
Minimum one year in healthcare; physician office preferred.
Patient/customer focused.
Attention to detail with strong multitasking ability.
Excellent interpersonal and communication skills.
Strong communication with a wide variety of personalities.
Core Capabilities
Analysis & Critical Thinking:
Problem solving, analysis, decision making, planning, time management, and organization. Detailed oriented with independent judgment.
Interpersonal Effectiveness:
Emotional intelligence, diplomacy, conflict management, delegation, diversity awareness, and ability to handle sensitive material.
Communication Skills:
Proficient in English; second language a plus. Written, oral, and presentation skills with active listening.
Customer Service & Organizational Awareness:
Strong customer focus, teamwork, collaboration, and positive relationships with patients, physicians, and the community.
Self‑Management:
Time management, priority setting, stress management, professional development, self‑motivation, and independent work. Remote work possible as required.
Ability to work in a fast‑paced, multi‑site environment with competing priorities.
Computer Skills:
Proficiency in MS Office Word, Excel, PowerPoint, and Outlook.
Travel:
0%
Standard Core Workdays/Hours:
Monday to Friday 7:30 AM – 4:30 PM. Overtime and weekend shifts may be required based on location hours and operational needs.
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Messino Cancer Centers
Pay Range:
$16.91 - $28.20
Position Summary: The primary responsibilities of Patient Services Specialist (PSS) are to provide quality customer service by greeting patients, collecting their information and payments, and scheduling appointments while maintaining medical records. Due to varying AON office layouts, responsibilities may be divided or combined based on office size and staff skill.
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 patient appointments, adhering to physician preferences (maximum number of patients, gaps between patients, etc.). Work with physicians to assign new patients per office policy and keep records of assignments, dates, and diagnoses. Promptly check‑in patients per clinic policy, collect and document payments, and verify demographic information. Collect or scan patient identification, 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's daily close deposit and documents. Balance the cash drawer if applicable. Distribute documents to appropriate departments. Maintain E‑Fax servers and distribute or enter records into patient charts as required. Fax or mail records requested by patients or outside physicians. Request missing information for future appointments from facilities or providers and ensure filing in the chart.
Check‑in Station (if applicable) Check sign‑in list as patients arrive, note arrival in EMR, and inform appropriate staff. Verify patient identity and attach name label. Collect co‑pays, print or write receipts, and notify the Financial Counselor if the patient cannot pay. Enter payments into the computer and log on A/R sheets. Copy insurance cards and photograph ID of new patients. Ensure completion of medical history forms and notify the Financial Counselor. Verify demographic sheet information and have the patient initial and date every 30 days and in January of every year. Answer telephone promptly and route calls or take messages. Relay messages to the doctor on rounds. Manage answering service between 9:00 a.m. and 5:00 p.m., retrieve messages, and distribute as necessary. Take hospital consult information and relay it to physicians and the Hospital Rounds Coordinator. Call patients who miss appointments to reschedule, document the call, and send letters if they cannot be reached. Cancel missed appointments to keep schedules clean. Forward sign‑in sheets to the EDI Department. Schedule meetings and representative lunches. Handle death certificates, funeral home calls, and trial close each day. Fax required information to the business office and remind patients of appointment times.
Check‑out Station (if applicable) Schedule follow‑up appointments per physician orders, remove patients from the EMR, and schedule outside testing or referrals as needed. Explain appointment lists and preparations to patients. Collect payments and notify the financial counselor if patients cannot pay. Post credit card payments and log the payment. Coordinate with physician and nursing staff to maintain manageable daily schedules. Adjust schedules for physicians’ vacations, conferences, or personal appointments. Run daily trial close and fax necessary information. Balance the cash drawer in the morning and afternoon. Handle any insurance changes or STAT outside scheduling and notify the financial counselor. Answer phones promptly and route calls or take messages. Maintain front staff and medical record query reports.
Medical Records Station (if applicable) Assemble all new patient and Hospital Follow‑Up charts. Contact referring doctors, hospitals, labs, etc., to obtain pertinent information and verify all records received. Maintain the fax machine and supplies, distribute received faxes promptly, and open, sort, and distribute daily mail and reports. Empty the courier box and distribute inter‑office mail. Request and distribute outside physician correspondence, reports, and test results to individual patients. File documents correctly and notify support staff of any missing procedures. Send charts to the corporate office for copying when required by subpoenas or other legal requests. Answer phones and route calls or take messages. Run daily close and fax necessary information to the business office.
Fax Server (if applicable) Check the fax server throughout the day for new faxes, verify date of birth before filing, and delete correctly filed faxes. Notify Onco/EMR support or office manager of incorrectly filed faxes and missing procedures, and file all documents in the correct category.
Job Duties Common to all stations Provide support and understanding to patients and caregivers to create a friendly environment. Graciously answer telephone calls and route messages within the EMR. Activate and deactivate the answering service as required for clinic hours. Understand and follow emergency call policy. Perform tasks of other stations as trained and cover absences, lunches, or vacations. Comply with all federal and state laws on patient care, rights, safety, billing, privacy, and collections. Adhere to all AON policies, IT procedures, and disaster recovery plan. Assist in training AON employees. Maintain a neat workspace and preserve patient and employee confidentiality in accordance with HIPAA.
Required Qualifications
Education: High School Diploma; Associate’s degree a plus.
Minimum one year in healthcare; physician office preferred.
Patient/customer focused.
Attention to detail with strong multitasking ability.
Excellent interpersonal and communication skills.
Strong communication with a wide variety of personalities.
Core Capabilities
Analysis & Critical Thinking:
Problem solving, analysis, decision making, planning, time management, and organization. Detailed oriented with independent judgment.
Interpersonal Effectiveness:
Emotional intelligence, diplomacy, conflict management, delegation, diversity awareness, and ability to handle sensitive material.
Communication Skills:
Proficient in English; second language a plus. Written, oral, and presentation skills with active listening.
Customer Service & Organizational Awareness:
Strong customer focus, teamwork, collaboration, and positive relationships with patients, physicians, and the community.
Self‑Management:
Time management, priority setting, stress management, professional development, self‑motivation, and independent work. Remote work possible as required.
Ability to work in a fast‑paced, multi‑site environment with competing priorities.
Computer Skills:
Proficiency in MS Office Word, Excel, PowerPoint, and Outlook.
Travel:
0%
Standard Core Workdays/Hours:
Monday to Friday 7:30 AM – 4:30 PM. Overtime and weekend shifts may be required based on location hours and operational needs.
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