Patient Services Specialist

About the role

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.

Responsibilities

• KPA 1 – Patient Intake, Registration & Customer Experience: 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.
• KPA 2 – Scheduling, Physician Support & Communication: 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.