Lead, Patient Services Specialist

American Oncology Network•Houston, TX

About The Position

The Lead, Patient Services Specialist is the subject matter expert and point of contact for front-office operations, provides coverage, resolves problems, and performs all front-office tasks while assisting wherever needed in the office. The role trains employees in front-office positions and serves as a resource for office staff and patients. The lead is expected to work at any AON location as business needs require, maintain patient and employee confidentiality, comply with applicable laws and organizational policies, keep work areas and records orderly, and maintain company equipment safely. Other job-related duties may be assigned by management.

Requirements

High school diploma required; an associate degree is a plus.
A minimum of 2–3 years of patient services specialist experience at an AON practice is preferred.
Solid trainer experience.
Excellent communication and interpersonal skills for working with patients and employees.
Potential for supervisory or managerial responsibilities.
Attention to detail and ability to multitask.
Expertise with an electronic medical record (EMR).
Patient- and customer-focused approach.
Critical-thinking, problem-solving, analytical, decision-making, planning, time-management, and organizational skills; ability to exercise independent judgment.
Interpersonal skills, 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 build positive patient, employee, physician, and community relationships and support quality, performance, and operational excellence.
Ability to manage time, conflicting priorities, stress, and professional development; self-motivated and able to work independently with limited supervision.
Ability to work remotely effectively as required and in a fast-paced, multi-site environment while managing competing priorities and stakeholder demands.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Associate degree.
Second language skills.
Patient services specialist experience at an AON practice (2–3 years preferred).

Responsibilities

Serve as an expert in front-office standard operating procedures and job breakdown instructions, including check-in, chart preparation, checkout, scheduling, reports, new patient referrals, collections, fax server, and medical records.
Maintain patient workflow throughout the clinic and work with department leads and managers to address scheduling issues.
Train and retrain front-office staff on responsibilities, reports, IT platforms, value-based care, SOPs, and JBIs, with appropriate follow-up documentation.
Cover team assignments as needed.
Work with leaders to ensure the team has the resources needed to succeed.
Act as a resource, mentor, and point of contact for other patient services specialists.
Maintain confidentiality of patient and employee information.
Comply with federal and state laws and regulations concerning patient care, patient rights, safety, billing, and collections, as well as AON and departmental policies and procedures.
Keep work areas and records neat and orderly and maintain company equipment in safe, working condition.
Work at any AON location as needed to meet business needs.
Work overtime when given sufficient notice; weekend shifts may be required based on location hours and operational needs.
Perform other job-related duties as assigned to meet business needs.