Patient Services Specialist

American Oncology Network, Inc.; Waycross (GA); On-site; USD 21,000 - 36,000; Full time

Job summary

American Oncology Network, Inc. is seeking a Patient Services Specialist to provide front-end patient support, manage intake, scheduling, medical records, and financial transactions with emphasis on accurate documentation and exceptional customer service.

The role includes cross-coverage across stations and travel between if needed, ensuring HIPAA compliance and seamless patient experiences across multiple clinic locations.

Qualifications

• Minimum of one year of experience in a healthcare setting; physician office experience preferred.
• Strong customer service focus with attention to detail and multitasking ability.
• Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

Responsibilities

• Greet patients and verify identity; document arrival in the EMR.
• Schedule appointments, manage physician schedules, and reschedule as needed.
• Maintain patient charts in EMR and billing systems; handle requests per HIPAA.
• Collect and post patient payments; reconcile daily transactions.
• Support cross-site operations and assist in training new staff.

Skills

Interpersonal skills

Communication

Critical thinking

Multitasking

MS Word

MS Excel

PowerPoint

Outlook

Education

High School Diploma

Associate degree preferred

Tools

EMR

Billing systems

Job description

Location:Low Country Cancer CarePay Range:$15.83 - $26.38Position Summary:The Patient Services Specialist (PSS) provides high-quality front-end patient support by managing patient intake, scheduling, medical records, and financial transactions while ensuring accurate documentation and exceptional customer service. Responsibilities may vary by office size, layout, and staffing model, with cross-coverage across functional stations as needed.Key Performance Areas:KPA 1 – Patient Intake, Registration & Customer ExperienceGreet patients and caregivers professionally to create a welcoming, supportive environment.Accurately check in patients according to clinic policy, verify identity per AON Patient I.D. standards, and document arrival status and location in the EMR.Verify, update, and maintain patient demographic information at required intervals.Collect, document, and post patient payments and co-pays; issue receipts and notify Financial Counselor when payment cannot be made.Ensure completion of required patient forms and medical history documentation.Respond promptly and courteously to inbound calls; route calls or document messages accurately within the EMR.KPA 2 – Scheduling, Physician Support & CommunicationSchedule and manage patient appointments, including new patients, follow-ups, treatments, referrals, outside testing, and hospital admissions per physician orders.Maintain physician schedules in alignment with preferences, capacity limits, and clinic policies; proactively resolve scheduling conflicts.Coordinate physician requests related to schedule changes, meetings, vacations, conferences, and drug representative visits.Assign new patients to appropriate clinicians per office guidelines and maintain accurate assignment records.Contact patients regarding missed appointments, document outreach efforts, and reschedule as appropriate.Accurately document and relay hospital consults, messages, and urgent information to physicians and designated care team members.Manage answering service activation/deactivation and retrieve messages in accordance with clinic hours and emergency call policies.KPA 3 – Medical Records & Documentation ManagementCreate, maintain, and update patient charts in the EMR and billing systems for new, follow-up, and hospital consult patients.Assemble and verify new patient and hospital follow-up records; obtain missing documentation from referring providers, facilities, or labs.Process, file, and distribute faxes, mail, courier deliveries, and electronic documents accurately and timely.Respond to medical record requests from patients, providers, and authorized third parties in accordance with policy and HIPAA requirements.Support legal and subpoena-related chart requests by coordinating with corporate and external vendors as required.Maintain EMR, fax servers, and document management systems with attention to accuracy, completeness, and proper categorization.Verify patient identifiers prior to filing records and resolve misfiled documentation promptly.KPA 4 – Financial Transactions & Daily ReconciliationCollect and post all forms of patient payments accurately; log transactions in required systems and reports.Prepare daily close documentation, deposits, and trial closes in accordance with AON and clinic protocols.Balance cash drawers and handle funds according to established procedures.Notify Financial Counselors of insurance changes, STAT scheduling needs, or hospital admissions impacting billing or collections.Distribute reports, schedules, and documentation to appropriate departments, including EDI and Business Office, per protocol.KPA 5 – Compliance, Team Support & Operational FlexibilityComply with all federal, state, and local regulations related to patient care, privacy, billing, safety, and records retention.Adhere to all AON policies, procedures, IT standards, and disaster recovery requirements.Perform duties across Patient Services stations (Check-In, Check-Out, Medical Records, Fax Server) as trained and assigned.Provide coverage for absences, lunches, vacations, and staffing needs across locations.Assist with training and onboarding of new Patient Services staff.Maintain organized workspaces, safeguard equipment, and ensure confidentiality of patient and employee information.Support multi-site operations and work at alternate AON locations as business needs require.Required Qualifications:Education: High School Diploma; Associates degree preferredExperience:Minimum of one (1) year experience in a healthcare setting; physician office experience preferredDemonstrated customer service focus with strong attention to detail and multitasking abilitySkills and Competencies:Strong interpersonal and communication skills with diverse populationsCritical thinking, problem-solving, and organizational skillsAbility to manage competing priorities in a fast-paced, multi-site environmentProficiency in Microsoft Word, Excel, PowerPoint, and OutlookTravel: 0%#AONA#LI-ONSITE