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Position Summary

Provides direct supervision & leadership for the Care Team Specialist department while maintaining hands-on responsibility for patient intake, scheduling, patient office visits, medical records management, and financial transactions. Maintains efficient workflow in the office as well as providing support to the providers in all facets of excellent patient care. Ensures optimal patient experience, operational efficiency, and compliance with organizational policies and regulatory requirements across all front office and clinical exam expectations & responsibilities.

Key Performance Areas

KPA 1 – Advanced Patient Services & Customer Experience

• Greets patients & caregivers professionally to create a welcoming, supportive environment.
• Ensures accurate check in of patients according to clinic policy including appropriate & timely verification of identity per patient ID standards, and documentation of arrival status & location in the EMR.
• Verifies, updates, and maintains accurate patient demographic information
• Ensures collection, documentation, and posting of patient payments and co-payments; issues receipts and ensures immediate notification to Clinical Financial Manager when payment cannot be made at time of service
• Ensures completion of required patient forms and medical history documentation.
• Responds promptly and courteously to inbound calls; routes calls and/ or documents messages accurately within the EMR.
• Ensures patient care visits with providers are in adherence to all clinical policies, procedures and safety standards.
• Effectively & professionally handles patient service issues, complaints, and complex situations requiring advanced problem-solving and diplomacy.

KPA 2 – Scheduling, Medical Records & Documentation Management

• Schedules and manages patient appointments including new patients, follow-ups, treatments, referrals, outside testing, and hospital admissions per physician orders.
• Maintains provider schedules in alignment with preferences, capacity limits, and clinic policies; proactively resolves scheduling conflicts.
• Coordinates provider requests related to schedule changes, meetings, vacations, conferences, and drug representative visits.
• Creates, maintains, and updates patient charts in the EMR and billing systems for new, follow-up, and hospital consult patients
• Assembles and verifies new patient & hospital follow-up records; obtains missing documentation from referring providers, facilities, or labs.
• Processes, files, and distributes faxes, mail, courier deliveries, and electronic documents accurately and timely.
• Effectively responds to medical record requests from patients, providers, and authorized third parties in accordance with policy and HIPAA requirements.

KPA 3 – Financial Operations & Quality Oversight

• Collects and posts all forms of patient payments accurately; logs transactions in required systems and reports.
• Notifies Financial Counselors of insurance changes, STAT scheduling needs, or hospital admissions impacting billing or collections.
• Distributes reports, schedules, and documentation to appropriate departments, including Electronic Data Interfaces (EDIs) and Business Office, per protocol.
• Audits work carried out by Care Team Specialists to ensure accuracy and compliance with established procedures.
• Monitors team productivity metrics, MIPS & VBC measures as well as customer service performance.
• Identifies process improvement opportunities related to patient flow, documentation, or financial transactions and works in tandem with Practice Manager regarding implementation

KPA 4 – Supervisory Responsibilities & Team Development

• Directly supervises daily activities and performance of Care Team Specialist team members including timely & consistent audits of all workflow processes.
• Ensures training in all aspects of staff responsibilities including but not limited to reports, IT platforms, value-based care, Standards of Practice (SOPs) and Job Breakdown Instructions (JBIs), including proper documentation.
• Conducts hiring interviews, selection, and onboarding of new Care Team staff in collaboration with the Practice Manager.
• Provides ongoing coaching, mentoring, and performance feedback with team members to promote skill development and career growth opportunities.
• Conducts timely& concise performance evaluations per company expectations.
• Works closely with Practice Manager to identify and address performance issues, counsel employees, and implement corrective actions in accordance with company policy and HR guidelines.
• Creates and manages staff schedules ensuring adequate coverage across all Care Team locations and clinic hours.
• Manages time-off requests while maintaining operational continuity and staffing requirements.
• Coordinates workflow distribution and task assignments to ensure balanced workloads and efficient operations.
• Leads regular team meetings to communicate updates, address concerns, and foster collaborative problem-solving.

KPA 5 – Compliance, Operations Management & Leadership

• Complies with all federal, state, and local regulations related to patient care, privacy, billing, safety, and records retention.
• Adheres to and enforces all policies, procedures, IT standards, and disaster recovery requirements across the team.
• Maintains EMR, fax servers, and document management systems with attention to accuracy, completeness, and proper categorization.
• Monitors team adherence to compliance standards, quality protocols, and customer service expectations.
• Performs duties across all Care Team Specialists responsibilities (Check-In, Check-Out, Patient Care Visits, Medical Records, Fax Server) to maintain proficiency and provide coverage as needed.
• Serves as point of contact for staff questions, system issues, or operational problems requiring supervisory intervention.
• Maintains organized workspaces, safeguards equipment, and ensures confidentiality of patient and employee information.
• Reports operational issues, staffing concerns, and resource needs to Practice Manager in a timely manner.
• Supports multi-site operations & works at alternate business locations as department needs require.
• Performs other duties and projects as assigned.

Position Qualifications

Education

• High School Diploma or equivalent required.

• Associate's Degree in Healthcare Administration, Business, or related field preferred.

Minimum Relevant Experience

• Minimum 2-3 years of experience as a Care Team Specialist or equivalent healthcare role required.

• Minimum 2-3 years of supervisory, lead, or team coordination experience required

• Demonstrated expertise in all Care Team Specialist functions including check-in, check-out scheduling, patient care responsibilities during office visit, medical records management, and patient financial transactions.

• Experience in oncology or specialty physician practice setting preferred.

Certifications/Licenses

• N/A

Skills

• Knowledge of EMR systems, practice management software, and billing systems.

• Advanced proficiency in MS Office Suite (Word, Excel, Outlook).

• Exceptional customer service and interpersonal communication skills.

• Strong leadership and people management capabilities with ability to motivate and develop team members.

• Excellent organizational and multitasking abilities with keen attention to detail.

• Advanced problem-solving and conflict resolution skills.

• Ability to make sound decisions independently and handle sensitive situations with discretion.

• Knowledge of medical terminology, insurance verification processes, and healthcare billing practices.

Travel:  0-25%

Expectations for All Employees

This position description reflects the general duties and responsibilities necessary to perform the principal functions of the job, as identified, and shall not be considered an exhaustive list of job responsibilities which may be inherent in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. The responsibilities listed may be subject to change at any time and individuals may be asked to perform duties outside of their regular responsibilities to support the ongoing business operation needs.

Americans with Disabilities Act (ADA) Compliance

The essential functions described herein are intended to define the fundamental duties of the position and serve as the minimum requirements for performance. They do not represent an exhaustive list of all job duties that may be required. AON complies with the Americans with Disabilities Act (ADA) and applicable state and local laws. The Company will engage in an interactive process to evaluate and, where appropriate, provide reasonable accommodations to qualified individuals with disabilities, provided such accommodations do not impose an undue hardship on the business.

Physical Requirements

• Sitting for extended periods
• Occasional walking and standing
• Ability to use computer and phone

Cognitive Requirements

• Interpersonal communication
• Data entry accuracy
• Understanding of billing and insurance procedures

Environmental Requirements

• Office environment within patient care areas
• Potential exposure to airborne illnesses

Accommodation Notes

• Ergonomic seating
• Flexible schedules
• Accessible workstations
• Screen reader software