Patient Services Specialist

Overview

Location: Low Country Cancer Care

Pay Range: $15.83 - $26.38

Will be required to float between satellite offices in Savannah, Pooler, Statesboro and Hinesville

The primary responsibilities of the Patient Services Specialist (PSS) are to provide quality customer service by greeting the patient, collecting their information and payments, scheduling appointments, and maintaining medical records. Due to different AON office layouts, the below responsibilities and tasks will be broken up or omitted 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. Responsible for all physician requests regarding schedule changes, patient appointments, etc., including maintaining all future schedules to adhere to physician preferences (e.g., max number of patients, gaps between patients, canceling appointments) and resolving issues in advance.

Work with physicians to assign new patients to the appropriate clinician per office policy, if applicable. Keep records of physician assignments, dates, and diagnoses, if 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 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 and provide 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 distribute appropriately and/or accurately 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 and then file the record in the chart.

Check-in Station (if applicable)

Check sign-in list as patients arrive for appointments. Promptly note patient’s arrival in the EMR system and note the patient’s location to notify appropriate staff of patient’s arrival. Verify the patient’s identity according to AON’s Patient I.D. policy and affix the patient’s name label on the patient’s shoulder or hand the label to the patient for self-application. Collect patient co-pays at sign-in and print or write a receipt and give to the patient.

Notify Financial Counselor if the patient is unable to make payment. Receipts are written or printed and given to the patient. Post all payments in the computer. Log payment on A/R sheets. Copy insurance cards and picture I.D. of all new patients. Ensure patient completes medical history forms and notify Financial Counselor of the patient’s arrival 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 the telephone promptly and route calls or take messages as appropriate. Relay messages to the doctor on rounds. Take phones off the answering service promptly at 9:00 a.m. and switch calls to the answering service at 5:00 p.m. Retrieve messages left with the answering service/voicemail and distribute as necessary.

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 the patient’s Onco/EMR. If the patient cannot be reached by phone, send an appropriate letter. Cancel missed appointments in the computer to produce clean schedules at end of the workday.

Forward sign-in sheets to the EDI Department at the corporate office. Schedule in computer or designated calendar physician meetings and drug representative lunches. Give death certificate to physician for signature.…