Location:

Hiring Range:

Position Summary: 

Subject matter expert.  Point of contact.  Provides coverage.  Resolves problems.  Responsible for performing all front office tasks and to assist wherever needed in the office.  Train employees in front office positions, and act as a resource person for all office staff and patients.

Key Performance Areas:

Expert in all aspects of the front office standard operating procedures (SOPs) and job breakdown instructions (JBIs), including but not limited to check-in, chart preparation, checkout, any type of scheduling, reports, new patient referrals, collections, fax server and medical records.

Maintain proper workflow of a patient throughout clinic working with other department leads/managers to address schedule issues.

Train/retrain all aspects of front staff responsibilities including but not limited to reports, IT platforms, value base care, SOPs and JBIs follow up with proper documentation.

Cover assignments of team as needed.

Work with leaders to ensure proper resources are available for the team to be successful.

Act as resource, mentor, and point of contact for other patient services specialists.

Maintain and ensure the confidentiality of all patient and employee information at all times.

Comply with all Federal and State laws and regulations pertaining to patient care, patients’ rights, safety, billing, and collections. Adhere to all AON and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.

Keep work area and records in a neat and orderly manner.

Maintain all company equipment in a safe and working manner.

Will be expected to work at any AON location to help meet AON business needs.

Will be expected to work overtime when given sufficient notice of required overtime.

This job description in no way states or implies that the listed duties are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job-related instruction and to perform other job-related duties requested by their supervisor or other management personnel.  Other duties may be assigned to meet business needs.  Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.                

Required Qualifications: 

Education:   High School Diploma; Associates degree a plus

Experience:

• Minimum of 2-3 years of patient services specialist experience at AON practice, preferred.

• Solid trainer experience. 

• Excellent communication and interpersonal skills to work with patients and employees.

• Supervisor/Manager potential. 

• Attention to detail.

• EMR expert.

• Patient/Customer focused.

• Attention to detail with strong ability to multitask.

Core Capabilities:

• Analysis & Critical Thinking: Critical thinking skills including solid problem solving, analysis, decision-making, planning, time management and organizational skills. Must be detailed oriented with the ability to exercise independent judgment.

• Interpersonal Effectiveness: Developed interpersonal skills, emotional intelligence, diplomacy, tact, conflict management, delegation skills, and diversity awareness. Ability to work effectively with sensitive and confidential material and sometimes emotionally charged matters.

• Communication Skills: Good command of the English language. Second language is an asset but not required. Effective communication skills (oral, written, presentation), is an active listener, and effectively provides balanced feedback.

• Customer Service & Organizational Awareness: Strong customer focus. Ability to build an engaging culture of quality, performance effectiveness and operational excellence through best practices, strong business and political acumen, collaboration and partnerships, as well as a positive employee, physician and community relations.

• Self-Management: Effectively manages own time, conflicting priorities, self, stress, and professional development. Self-motivated and self-starter with ability work independently with limited supervision. Ability to work remotely effectively as required.  

• Must be able to work effectively in a fast-paced, multi-site environment with demonstrated ability to juggle competing priorities and demands from a variety of stakeholders and sites.

• Computer Skills:

  • Proficiency in MS Office Word, Excel, Power Point, and Outlook required.

Travel :   0%

Standard Core Workdays/Hours: Monday to Friday 8:00 AM – 4:30 PM. Differs by location.  Occasional overtime may be required, and weekend shifts based on location hours and operational needs.