Patient Services Specialist

Patient Services Specialist

The Center for Cancer & Blood Disorders 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 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 diagnosticsall with compassion and a patient-first approach.

Why Choose Us?

• Work-Life Balance: Enjoy a consistent Monday-Friday, 8am-5pm schedule (no evenings, weekend or major holidays), giving you more time for what matters most!
• Competitive Pay: We offer a generous salary along with a comprehensive PTO package, 6 paid holidays, and 2 "Floater" holidays to enjoy.
• Comprehensive Benefits: A full benefits package to ensure you and your loved ones are covered.
• Tuition Reimbursement: We support your personal and professional growth with tuition reimbursement programs. Interested in obtaining your OCN? We will reimburse you for exam costs!
• 401K Matching: Secure your future with our 401K matching contributions.
• AON's WellBeing Program: We care about your overall well-being, offering resources through AON's WellBeing program to promote a healthy work-life balance.

Position Summary

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.

Key Performance Areas

• 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.
• 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.
• 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.
• Medical Records & Documentation Management
• 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.
• Financial Transactions & Daily Reconciliation
• 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.
• Compliance, Team Support & Operational Flexibility
• 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.

Required Qualifications

Education: High School Diploma; Associates degree preferred

Experience:

• Minimum of one (1) year experience in a healthcare setting; physician office experience preferred
• Demonstrated customer service focus with strong attention to detail and multitasking ability

Skills and Competencies:

• 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

Practice: The Center for Cancer and Blood Disorders

Location: 6410 Rockledge Dr #660, Bethesda, MD 20817

American Oncology Network