American Oncology Network
Patient Services Specialist
American Oncology Network, Olympia, Washington, United States, 98502
Position Summary
The primary responsibilities of the Patient Services Specialist (PSS) are to deliver quality customer service by greeting patients, collecting their information and payments, scheduling appointments, and maintaining medical records. The duties may vary by office layout, size, and skill level. Location and Pay Range
Vista Oncology Pay Range: $18.09 - $30.14 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 for schedule changes and appointments, maintaining future schedules to adhere to physician preferences (max patients, gaps, cancellations, problem fixing). • Assign new patients to appropriate clinicians per office policy and keep records of physician assignments, dates, and diagnoses. • Check‑in patients per clinic policy, collect and document payments, and verify demographic information. • Scan patient identification, chart photo and insurance cards. • Prepare and work reports in accordance with AON and clinic protocols to ensure accurate and timely patient care. • Schedule patient appointments (follow‑ups, treatments, referrals, outside testing) as ordered by the physician and provide to the patient per 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, 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 record in chart. Check‑In Station
• Check sign‑in list as patients arrive for appointments. • Promptly note patient’s arrival in EMR and notify appropriate staff of patient’s arrival. • Verify patient identity per AON’s patient I.D. policy and affix the patient’s name label to the patient’s shoulder. • Collect patient co‑pays at time of sign‑in and print or write a receipt and give to the patient. • Notify financial counselor if the patient is unable to make payment. • Log payment on A/R sheets and post all payments in computer. • Copy insurance cards and picture I.D. of all new patients. • Ensure patient completes medical history forms and notify financial counselor of the arrival of the patient as needed. • Verify information on the patient’s demographic sheet. • Have patient initial and date every 30 days and in January of every year. • Answer telephone promptly, route calls or take messages as appropriate, relay messages to the doctor on rounds, and retrieve messages from answering service or voicemail. • Take hospital consult information and relay to physicians and hospital rounds coordinator or other assigned person. • Contact patients who do not keep appointments to determine reason and reschedule. • Document the call and reason in patient’s onco/EMR and cancel missed appointments in computer. • Forward sign‑in sheets to the EDI department at the corporate office. • Schedule in computer or designated calendar, physician’s meetings and drug representative’s lunches. • Give death certificate to physician for signature, call funeral home when paperwork is completed, run trial close each day. • Fax appropriate information to the business office according to AON policy. • Contact patients the day before their appointment to remind them of appointment time, reschedule appointments as needed. • Compile and distribute information sheets and discs for the PET scanner in those offices where applicable. Check‑Out Station
• Schedule follow‑up appointments for clinic as directed by physician’s orders and depart patients out of EMR. • Schedule outside testing, referrals to other physicians and hospital admissions as ordered by physicians. • Print out patient’s list of appointments and explain each appointment. • Request and collect payment from patients as stated on A/R report and/or computer. • Notify financial counselor if the patient is unable to make payment. • Post credit card payments in computer, log payment on A/R sheets. • Work with physician and nursing staff to establish manageable daily schedules. • Run trial close daily, verify with office manager and fax to business office. • Notifies financial counselor of any insurance change or STAT outside scheduling, hospital admission. • Answers phones promptly, routes calls or takes messages as appropriate. • Balance cash drawer in a.m. and p.m. daily, handle cash drawer according to AON procedure. • Checks and maintains 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’s appointments by calling referring doctor, hospital, labs, etc. • Must verify all records received. • Maintain fax machine with supplies, distribute received faxes promptly. • Open, sort, and distribute daily mail and any other reports delivered by lab facilities, home health agencies, etc. • Empty courier box upon arrival and distribute interoffice mail promptly. • Request from and distribute to outside physicians, correspondence, reports, test results on individual patients. • Fax or mail records requested by patients or outside physicians. • Send charts to corporate office for copying by outside copying company in response to subpoenas or other legal requests per policy. Fax Server (if applicable)
• Checks fax server periodically throughout the day for new faxes to be filed. • Always verifies date of birth before selecting account to file records. • Deletes faxes once they have been labeled and filed correctly. • Notifies Onco/EMR support or office manager to remove faxes that were filed incorrectly in patient’s chart. • Notifies Onco support or office manager when a procedure is missing from the name/subject drop down list to be added. • Files all documents in the correct category and with the correct document 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 including voicemails. • Activate and deactivate the answering service as required for clinic hours. • Must understand and follow the policy for emergency calls. • Perform tasks of other patient services specialist stations that employee has been trained on. • Will be expected to 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 procedures and disaster recovery plan. • Assist in training other AON employees. Keep work area and records in a neat and orderly manner. • Maintain all company equipment in a safe and working order. • Maintain and ensure the confidentiality of all patient and employee information at all times in accordance with policy and HIPAA regulations. • Will be expected to work at any AON location to help meet AON business needs. Required Qualifications
Education:
High School Diploma; Associate’s degree a plus 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:
Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management, and organizational skills. Must be detailed 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 sometimes emotionally charged matters. Communication Skills:
Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), active listener, provides balanced feedback. Customer Service & Organizational Awareness:
Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices. Self‑Management:
Effectively manages own time, conflicting priorities, stress, and professional development. Self‑motivated and self‑starter with ability to work independently with limited supervision. Must be able to work effectively in a fast‑paced, multi‑site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites. 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.
#J-18808-Ljbffr
The primary responsibilities of the Patient Services Specialist (PSS) are to deliver quality customer service by greeting patients, collecting their information and payments, scheduling appointments, and maintaining medical records. The duties may vary by office layout, size, and skill level. Location and Pay Range
Vista Oncology Pay Range: $18.09 - $30.14 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 for schedule changes and appointments, maintaining future schedules to adhere to physician preferences (max patients, gaps, cancellations, problem fixing). • Assign new patients to appropriate clinicians per office policy and keep records of physician assignments, dates, and diagnoses. • Check‑in patients per clinic policy, collect and document payments, and verify demographic information. • Scan patient identification, chart photo and insurance cards. • Prepare and work reports in accordance with AON and clinic protocols to ensure accurate and timely patient care. • Schedule patient appointments (follow‑ups, treatments, referrals, outside testing) as ordered by the physician and provide to the patient per 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, 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 record in chart. Check‑In Station
• Check sign‑in list as patients arrive for appointments. • Promptly note patient’s arrival in EMR and notify appropriate staff of patient’s arrival. • Verify patient identity per AON’s patient I.D. policy and affix the patient’s name label to the patient’s shoulder. • Collect patient co‑pays at time of sign‑in and print or write a receipt and give to the patient. • Notify financial counselor if the patient is unable to make payment. • Log payment on A/R sheets and post all payments in computer. • Copy insurance cards and picture I.D. of all new patients. • Ensure patient completes medical history forms and notify financial counselor of the arrival of the patient as needed. • Verify information on the patient’s demographic sheet. • Have patient initial and date every 30 days and in January of every year. • Answer telephone promptly, route calls or take messages as appropriate, relay messages to the doctor on rounds, and retrieve messages from answering service or voicemail. • Take hospital consult information and relay to physicians and hospital rounds coordinator or other assigned person. • Contact patients who do not keep appointments to determine reason and reschedule. • Document the call and reason in patient’s onco/EMR and cancel missed appointments in computer. • Forward sign‑in sheets to the EDI department at the corporate office. • Schedule in computer or designated calendar, physician’s meetings and drug representative’s lunches. • Give death certificate to physician for signature, call funeral home when paperwork is completed, run trial close each day. • Fax appropriate information to the business office according to AON policy. • Contact patients the day before their appointment to remind them of appointment time, reschedule appointments as needed. • Compile and distribute information sheets and discs for the PET scanner in those offices where applicable. Check‑Out Station
• Schedule follow‑up appointments for clinic as directed by physician’s orders and depart patients out of EMR. • Schedule outside testing, referrals to other physicians and hospital admissions as ordered by physicians. • Print out patient’s list of appointments and explain each appointment. • Request and collect payment from patients as stated on A/R report and/or computer. • Notify financial counselor if the patient is unable to make payment. • Post credit card payments in computer, log payment on A/R sheets. • Work with physician and nursing staff to establish manageable daily schedules. • Run trial close daily, verify with office manager and fax to business office. • Notifies financial counselor of any insurance change or STAT outside scheduling, hospital admission. • Answers phones promptly, routes calls or takes messages as appropriate. • Balance cash drawer in a.m. and p.m. daily, handle cash drawer according to AON procedure. • Checks and maintains 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’s appointments by calling referring doctor, hospital, labs, etc. • Must verify all records received. • Maintain fax machine with supplies, distribute received faxes promptly. • Open, sort, and distribute daily mail and any other reports delivered by lab facilities, home health agencies, etc. • Empty courier box upon arrival and distribute interoffice mail promptly. • Request from and distribute to outside physicians, correspondence, reports, test results on individual patients. • Fax or mail records requested by patients or outside physicians. • Send charts to corporate office for copying by outside copying company in response to subpoenas or other legal requests per policy. Fax Server (if applicable)
• Checks fax server periodically throughout the day for new faxes to be filed. • Always verifies date of birth before selecting account to file records. • Deletes faxes once they have been labeled and filed correctly. • Notifies Onco/EMR support or office manager to remove faxes that were filed incorrectly in patient’s chart. • Notifies Onco support or office manager when a procedure is missing from the name/subject drop down list to be added. • Files all documents in the correct category and with the correct document 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 including voicemails. • Activate and deactivate the answering service as required for clinic hours. • Must understand and follow the policy for emergency calls. • Perform tasks of other patient services specialist stations that employee has been trained on. • Will be expected to 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 procedures and disaster recovery plan. • Assist in training other AON employees. Keep work area and records in a neat and orderly manner. • Maintain all company equipment in a safe and working order. • Maintain and ensure the confidentiality of all patient and employee information at all times in accordance with policy and HIPAA regulations. • Will be expected to work at any AON location to help meet AON business needs. Required Qualifications
Education:
High School Diploma; Associate’s degree a plus 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:
Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management, and organizational skills. Must be detailed 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 sometimes emotionally charged matters. Communication Skills:
Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), active listener, provides balanced feedback. Customer Service & Organizational Awareness:
Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices. Self‑Management:
Effectively manages own time, conflicting priorities, stress, and professional development. Self‑motivated and self‑starter with ability to work independently with limited supervision. Must be able to work effectively in a fast‑paced, multi‑site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites. 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.
#J-18808-Ljbffr