Patient Services Specialist
Company: American Oncology Management Company
Location: Boise
Posted on: April 16, 2024
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Job Description:
Location:Boise OfficePay Range:$15.83 - $26.38Position
Summary:The primary responsibilities of Patient Services Specialist
(PSS) to provide quality customer service by greeting the patient,
collecting their information and payments in addition to scheduling
appointments and maintaining medical records. Due to the different
AON office layouts, the below responsibilities and tasks will be
broken up or not based on size and skill in office. 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. Responsible for all physician requests regarding
schedule changes, patient appointments, etc. including maintaining
all future schedules to adhere to physician preferences such as max
number of patients, gaps between patients, canceling appointments
etc. and fix any problems in advance. Responsible to work with
physicians to assign new patients to appropriate clinician per
office policy, if applicable. Keeps 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 all 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. Requests missing
information for future appointments from facility or provider and
has them faxed to the clinic then files record in chart.Check-in
Station (if applicable)Check sign-in list as patients arrive for
appointments. Promptly note patient's arrival in EMR system and
note the patient's location to notify appropriate staff of
patient's arrival. Verify the patient's identity according to AONS'
Patient I.D. policy and either affixes the patient's name label on
the patient's shoulder or hands the patient the label and ensures
that he/she affixes the label on their shoulder area. Collect
patient co-pays at time of sign-in and print or write a receipt and
give to the patient. Notify Financial Counselor if patient is
unable to make payment. Receipts are written or printed and given
to patient. Post all payments in computer. Log payment on A/R
sheets. Copy insurance cards and picture I.D. of all new patients.
Be sure 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 and route calls or take messages as appropriate.
Relay messages to the doctor on rounds. Responsible for taking
phones off the answering service promptly at 9:00 a.m. and for
switching calls to answering service at 5:00 p.m. Retrieve messages
left with answering service/voice mail 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 appointment to determine reason and
reschedule. Document the call and reason in patient's Onco/EMR. If
patient cannot be reached by phone, send appropriate letter. Cancel
missed appointments in 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'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 (if
applicable)Schedule follow-up appointments for clinic as directed
by physician's orders and depart patients out of EMR system.
Schedule outside testing, referrals to other physicians and
hospital admissions as ordered by physicians, if applicable. Print
out patient's list of appointments and explain each appointment, if
applicable. If outside testing requires preparation, give the
patient the preparation and non-prescription medication and explain
process to patient/family member. Request and collect payment from
patients as stated on A/R Report and/or computer. Notify financial
counselor if patient is unable to make payment. Receipts are
written or printed and given to patient. Post credit card payments
in computer. Log payment on A/R sheets. Work with physician and
nursing staff to establish manageable daily schedules. (i.e., know
how many patients a physician can see in one day, and adjust
schedule if necessary to alleviate patient load). Maintain
schedules to be sure patients are rescheduled to accommodate
physician's vacations, conferences, and personal appointments. Run
trial close daily. Verify with office manager and fax to business
office. Notifies financial counselor of any insurance change or
STAT outside scheduling, or hospital admission. Answers phones
promptly and routes calls or takes messages as appropriate. Balance
cash drawer in a.m. and p.m. daily. Handles cash drawer according
to AON procedure. Checks and maintains front staff and medical
record query reports.Medical Records Station if applicableAssemble
all new patient and Hospital Follow-Up (HFU) charts. Obtain
pertinent information for patient's appointments by calling
referring Doctor, hospital, labs, etc. Must verify all records
received. (Depending on office operation, i.e. handled at other PSS
station at some offices). 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 distributes to outside
physicians, correspondence, reports, test results on individual
patients. This is accomplished through the medical records activity
code in OncoEMR. Front staff activity as well as refer to doctor
activity codes are also initiated by the AON physician of record.
Medical records, refer to doctor and front staff reports are run
daily and processed accordingly. 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. Answer telephones promptly and
route calls or take messages as daily close each day. Fax
appropriate information to the business officeFax Server if
applicableChecks 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
as appropriate within the EMR. Activate and deactivate the
answering service as required for clinic hours. Must understand and
follow the policy for emergency calls Perform the 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 to 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; Associates degree a plusExperience:
Keywords: American Oncology Management Company, Meridian , Patient Services Specialist, Other , Boise, Idaho
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