Patient Services Specialist

American Oncology Network•Springfield, MO

3d•Onsite

About The Position

The Patient Services Specialist (PSS) provides front-end patient support by managing intake, scheduling, medical records, and financial transactions while ensuring accurate documentation and strong customer service. Duties may vary by office size, layout, and staffing model, and the specialist may cross-cover functional stations as needed. The role supports clinic operations across multiple locations and may require work at alternate AON sites based on business needs.

Requirements

High school diploma.
At least one year of experience in a healthcare setting.
Demonstrated customer service focus, attention to detail, and ability to multitask.
Strong interpersonal and communication skills with diverse populations.
Critical thinking, problem-solving, and organizational skills.
Ability to manage competing priorities in a fast-paced, multi-site environment.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.

Nice To Haves

Associate degree preferred.
Physician office experience preferred.

Responsibilities

Greet patients and caregivers, check patients in according to clinic policy, verify identity, record arrival information in the EMR, and maintain accurate patient demographics.
Collect, document, and post patient payments and co-pays, issue receipts, and notify Financial Counselors when patients cannot pay.
Ensure required patient forms and medical history documentation are complete; respond to inbound calls, route them, or document messages in the EMR.
Schedule and manage appointments for new patients, follow-ups, treatments, referrals, outside testing, and hospital admissions according to physician orders.
Maintain physician schedules according to preferences, capacity limits, and clinic policies; resolve scheduling conflicts and coordinate physician schedule changes, meetings, vacations, conferences, and drug representative visits.
Assign new patients to appropriate clinicians, maintain assignment records, contact patients about missed appointments, document outreach, and reschedule as appropriate.
Document and relay hospital consults, messages, and urgent information to physicians and designated care team members; manage answering service activation and messages according to clinic and emergency call policies.
Create, maintain, and update patient charts in EMR and billing systems; assemble and verify new patient and hospital follow-up records and obtain missing documentation.
Process, file, and distribute faxes, mail, courier deliveries, and electronic documents accurately and promptly.
Respond to medical record requests in accordance with policy and HIPAA requirements; coordinate legal and subpoena-related chart requests with corporate teams and external vendors as required.
Maintain EMR, fax servers, and document management systems; verify patient identifiers before filing and promptly resolve misfiled records.
Log and post patient transactions, prepare daily close documentation, deposits, and trial closes, and balance cash drawers according to procedures.
Notify Financial Counselors of insurance changes, STAT scheduling needs, and hospital admissions that may affect billing or collections; distribute reports and documentation to appropriate departments.
Comply with applicable regulations and AON policies, procedures, IT standards, and disaster recovery requirements.
Work across Patient Services stations as trained and assigned, provide coverage for staffing needs and absences, and assist with training and onboarding new staff.
Maintain organized workspaces, safeguard equipment, protect confidential information, and support multi-site operations as business needs require.