Patient Services Specialist
Company: American Oncology Network Inc.
Location: Council Bluffs
Posted on: May 9, 2024
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Job Description:
Location:Heartland Oncology 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 patients arrival in EMR system and note the patients
location to notify appropriate staff of patients arrival. Verify
the patients identity according to AONS Patient I.D. policy and
either affixes the patients name label on the patients 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
patients 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 patients 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, physicians meetings
and drug representatives 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 physicians 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 patients 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 physicians 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 patients
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 appropriate.Run 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 patients 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: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), is an active listener, and effectively 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, strong business and political acumen,
collaboration and partnerships, as well as a positive employee,
physician and community relations.Self-Management: Effectively
manages own time, conflicting priorities, self, stress, and
professional development. Self-motivated and self-starter with
ability work independently with limited supervision. Ability to
work remotely effectively as required.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, Power Point, and
Outlook required.Travel: 0%Standard Core Workdays/Hours: Monday to
Friday 7:30 AM 4:30 PM. Occasional overtime may be required, and
weekend shifts based on location hours and operational needs.#AONby
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Keywords: American Oncology Network Inc., Bellevue , Patient Services Specialist, Other , Council Bluffs, Nebraska
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