Lead, Patient Services Specialist

American Oncology Network•Houston, TX

9d•$16 - $30

About The Position

The Lead, Patient Services Specialist is a subject matter expert and point of contact for front office operations, providing coverage and resolving problems. The role performs all front office tasks and assists wherever needed in the office. The Lead trains employees in front office positions and serves as a resource for office staff and patients. The position ensures patient workflow through the clinic in coordination with other department leads and managers, supports team resources, and acts as a mentor and point of contact for other patient services specialists. It requires maintaining confidentiality and complying with applicable laws, regulations, and company and departmental policies. The employee may work at any AON location to meet business needs and may be required to work overtime with sufficient notice. Standard core hours are Monday to Friday, 8:00 AM–4:30 PM, but hours differ by location; occasional overtime and weekend shifts may be required based on location hours and operational needs.

Requirements

High school diploma.
Solid trainer experience.
Excellent communication and interpersonal skills for working with patients and employees.
Attention to detail and the ability to multitask.
Expertise with EMR.
Patient- and customer-focused approach.
Critical thinking, problem-solving, analysis, decision-making, planning, time-management, and organizational skills; ability to exercise independent judgment.
Interpersonal effectiveness, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness.
Ability to handle sensitive and confidential material and emotionally charged matters.
Good command of English and effective oral, written, and presentation communication; active listening and balanced feedback skills.
Ability to manage time, conflicting priorities, stress, and professional development; self-motivated and able to work independently with limited supervision.
Ability to work effectively remotely as required and in a fast-paced, multi-site environment while handling competing priorities and demands from multiple stakeholders and sites.
Proficiency in MS Office Word, Excel, PowerPoint, and Outlook.
Ability to work Monday to Friday during standard core hours of 8:00 AM–4:30 PM, with hours varying by location; occasional overtime and weekend shifts may be required.

Nice To Haves

Associate degree.
Minimum of 2–3 years of patient services specialist experience at an AON practice (preferred).
Second language.
Potential for supervisor or manager responsibilities.

Responsibilities

Perform all front office tasks and assist wherever needed in the office.
Apply expert knowledge of front office SOPs and JBIs, including check-in, chart preparation, checkout, scheduling, reports, new patient referrals, collections, the fax server, and medical records.
Maintain appropriate patient workflow through the clinic, coordinating with other department leads and managers to address schedule issues.
Train and retrain front staff on responsibilities, including reports, IT platforms, value-based care, SOPs, and JBIs, and provide appropriate follow-up documentation.
Cover team assignments as needed.
Work with leaders to ensure the team has appropriate resources.
Act as a resource, mentor, and point of contact for other patient services specialists.
Maintain the confidentiality of patient and employee information.
Comply with Federal and State laws and regulations pertaining to patient care, patients’ rights, safety, billing, and collections, as well as AON and departmental policies and procedures, including IT policies and the Disaster Recovery Plan.
Keep work areas and records neat and orderly.
Maintain company equipment in a safe and working manner.
Work at any AON location as needed to meet business needs.
Work overtime when given sufficient notice and, depending on location hours and operational needs, work weekend shifts.
Perform other job-related duties as requested by a supervisor or management.