Patient Services Specialist

Overview

Location: Heartland Oncology & Hematology

Pay Range: $15.83 - $26.38

Position Summary: The primary responsibilities of the Patient Services Specialist (PSS) are to provide quality customer service by greeting patients, collecting information and payments, scheduling appointments, and maintaining medical records. Due to varying office layouts, responsibilities may be adjusted based on size and skill in the office.

• 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 future schedules to adhere to physician preferences (e.g., max number of patients, gaps between patients, canceling appointments) and resolve issues in advance.
• Collaborate with physicians to assign new patients to the appropriate clinician per office policy; maintain records of physician assignments, dates, and diagnoses, if applicable.
• Check-in patients accurately and promptly 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 AON and 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; provide information 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 accurately enter information into the patient chart as required.
• Fax or mail records requested by patients or outside physicians; request missing information for future appointments and have it faxed to the clinic, then file in the chart.

• Check sign-in list as patients arrive; promptly note patient arrival in EMR and communicate patient location to appropriate staff.
• Verify patient identity according to policy and apply or provide patient s.
• Collect patient co-pays at sign-in; print/issue receipts and provide to the patient; notify Financial Counselor if payment cannot be made.
• Post all payments in the computer and log payments on A/R sheets.
• Copy insurance cards and photo IDs for all new patients; ensure patient completes medical history forms and notify Financial Counselor as needed.
• Verify demographic information; have patient initial and date every 30 days and annually.
• Answer phones promptly; relay messages to physicians; manage answering service during designated hours.
• Retrieve and distribute messages; relay hospital consult information to physicians and the Hospital Rounds Coordinator; contact patients who miss appointments to reschedule and document reason in the EMR.
• Cancel missed appointments in the computer to maintain clean schedules; forward sign-in sheets to the EDI Department; schedule physician meetings and lunches as needed.
• Provide death certificates to physicians for signature and coordinate with funeral homes as needed; conduct daily trial close; fax information to the business office as required.
• Remind patients about upcoming appointments; reschedule as needed; compile PET Scanner information where applicable.

• Schedule follow-up appointments and outside testing; explain appointments to patients when applicable.
• Request and collect payments per A/R; post payments and log to A/R sheets; balance cash drawer twice daily.
• Coordinate with physicians and nursing staff to manage daily schedules and reschedule as needed for vacations or conflicts.
• Perform daily trial close and communicate with the business office; notify financial counselor of insurance changes or urgent scheduling needs; handle front desk communications.
• Maintain front desk and medical record query reports.

• Assemble new patient and HFU charts; obtain and verify pertinent appointment information…