Patient Services Specialist

American Oncology Network•Houston, TX

About The Position

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. The position supports patients, caregivers, physicians, and care teams through registration, appointment coordination, records management, payment processing, compliance, and daily office operations. The role may support multiple sites and work at alternate AON locations as business needs require.

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 professionally and provide a welcoming, supportive experience.
Check in patients according to clinic policy, verify identity under AON Patient I.D. standards, and document arrival status and location in the EMR.
Verify, update, and maintain patient demographic information and ensure required forms and medical history documentation are complete.
Collect, document, and post patient payments and co-pays; issue receipts and notify the Financial Counselor when payment cannot be made.
Respond to inbound calls, route calls, and accurately 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 proactively.
Coordinate physician schedule changes, meetings, vacations, conferences, and drug representative visits.
Assign new patients to appropriate clinicians according to office guidelines and 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 deactivation and retrieve messages according to clinic hours and emergency call policies.
Create, maintain, and update patient charts in EMR and billing systems for new, follow-up, and hospital consult patients.
Assemble and verify new patient and hospital follow-up records and obtain missing documentation from referring providers, facilities, or labs.
Process, file, and distribute faxes, mail, courier deliveries, and electronic documents accurately and promptly.
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 teams and external vendors as required.
Maintain EMR, fax servers, and document management systems; verify patient identifiers, categorize records properly, and promptly resolve misfiled documentation.
Collect and post patient payments, log transactions, prepare daily close documentation, deposits, and trial closes, and balance cash drawers according to established procedures.
Notify Financial Counselors of insurance changes, STAT scheduling needs, or hospital admissions that may affect billing or collections.
Distribute reports, schedules, and documentation to appropriate departments, including EDI and the Business Office, according to protocol.
Comply with federal, state, and local regulations and AON policies, procedures, IT standards, and disaster recovery requirements related to patient care, privacy, billing, safety, and records retention.
Perform duties across Patient Services stations, including Check-In, Check-Out, Medical Records, and Fax Server, as trained and assigned.
Provide coverage for absences, lunches, vacations, and staffing needs across locations; assist with training and onboarding new Patient Services staff.
Maintain organized workspaces, safeguard equipment, and protect confidential patient and employee information.
Support multi-site operations and work at alternate AON locations as business needs require.