Patient Services Specialist

Overview

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

Location Bay Hematology Oncology

Pay Range $17.74 - $29.55

• 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.
• Coordinate schedule changes and maintain future schedules to adhere to physician preferences (e.g., max 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 assignments, dates, and diagnoses as 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 generate reports in accordance with AON and clinic protocols to ensure patient care is accurate and timely.
• Schedule patient appointments (follow-ups, treatments, referrals, and outside testing) and provide information to patients per clinic policy.
• Prepare daily deposit and documents; balance the cash drawer if applicable.
• Distribute documents to appropriate departments; maintain E-Fax servers and accurately enter information into patient charts as required.
• Fax or mail records requested by patients or outside physicians; request missing information for future appointments and file records in the chart.

• Verify patient identity and affix or provide name labels according to policy; collect co-pays, issue receipts, and notify the Financial Counselor if payment is not possible.
• Post payments in the computer and log on A/R sheets; copy insurance cards and photo IDs for new patients.
• Ensure patients complete medical history forms and notify the Financial Counselor as needed; verify demographic information; have patients initial/date every 30 days and in January each year.
• Answer phones promptly, route calls, take messages, and relay to doctors or staff as appropriate.
• Manage answering service during shift hours, retrieve and distribute messages, and contact patients who miss appointments to reschedule.
• Document calls and reasons in the EMR; if unreachable, send a letter and cancel missed appointments on the schedule.
• Forward sign-in sheets to the EDI Department; schedule physician meetings and drug representative lunches; provide death certificate to physician for signature as required.

• Schedule follow-up appointments as directed; arrange outside testing and referrals and explain procedures to patients/family.
• Request and collect payments; post credit card payments and log on A/R sheets; notify Financial Counselor if payment is not possible.
• Work with physicians and nursing staff to establish and maintain manageable daily schedules; reschedule as needed for vacations or other commitments.
• Perform daily trial close and communicate insurance changes or urgent scheduling needs to the business office; manage cash drawer in morning and evening.

• Assemble new patient and follow-up charts; verify records received and maintain fax machine supplies.
• Distribute received faxes promptly; manage daily mail and reports; distribute to outside physicians as needed.
• Request and distribute records to outside parties; handle subpoenas or legal requests per policy; run daily reports and file appropriately.

• Check fax server for new faxes; verify date of birth before filing; delete or file appropriately; notify Onco/EMR support or office manager for corrections.
• Ensure documents are filed in correct categories; update name/subject lists as needed.

• Provide supportive, welcoming patient care; answer phones promptly and route messages; manage emergencies per policy.
• Perform tasks of other PSS stations as trained; cover for absences and adhere to all policies and procedures (federal/state laws, privacy, billing, HIPAA).
• Assist in training other AON employees; maintain neat work areas and protect confidential information.
• Work at any AON location to meet business needs.

Education
:
High School Diploma;
Associates degree a plus

Experience

• Minimally one year in a healthcare field; physician office preferred.
• Patient/customer focused; attention to detail with strong multitasking abilities; excellent interpersonal and communication skills.

• Core Capabilities

• Analysis & Critical Thinking: problem solving, analysis, decision-making, planning, time management, and organization;…