Patient Services Specialist- The Center for Cancer and Blood Disorders

American Oncology Network•Bethesda, MD

2d•Onsite

About The Position

The Center for Cancer and Blood Disorders (CCBD) is seeking a Patient Services Specialist (PSS) to provide exceptional front-office support and deliver a positive patient experience. The PSS serves as a key point of contact for patients, ensuring efficient operations and outstanding customer service. Responsibilities may vary based on office size, layout, and staffing needs, with flexibility to provide cross-coverage across multiple functional areas as required. CCBD is a trusted community-based oncology and hematology practice that has been providing advanced, personalized care for all types of cancer and blood disorders to patients in Baltimore, Bethesda, and Germantown, Maryland for more than 25 years. Our expert team delivers the latest therapies, access to 300+ clinical trials, and state-of-the-art diagnostics—all with compassion and a patient-first approach.

Requirements

High School Diploma
Minimum of one (1) year experience in a healthcare setting
Demonstrated customer service focus with strong attention to detail and multitasking ability
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

Associates degree preferred
Physician office experience preferred

Responsibilities

Greet 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.
Schedule 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.
Create, 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.
Collect 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.
Comply 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.