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Position Summary

The Care Team Specialist provides high-quality front & back-office patient care support by managing patient intake, scheduling, medical records, financial transactions and assisting providers with medical procedures in office while ensuring accurate documentation and exceptional customer service.

Key Performance Areas

KPA 1 – Patient Care Services & Customer Experience

• Welcomes patients and visitors by greeting them, in person or on the telephone
• Responds promptly and courteously to inbound calls; routes calls or documents messages accurately within the EMR 
• Contacts patients regarding missed appointments, document outreach efforts, and reschedules as appropriate.
• Accurately documents & relays hospital consultations, messages, and urgent information to physicians and designated care team members 
• Maintain physician schedules in alignment with preferences, capacity limits, and clinic policies; proactively resolves scheduling conflicts.
• Accurately checks in patients according to clinic policy; verifies and identifies Patient I.D. per standards, and documents arrival status and 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
• Prepares encounter form to charge patients for services or initials all steps in process in EMR for electronic superbill. Includes thorough documentation of all testing/ treatment rendered to patients.
• Ensures completion of required patient forms and medical history documentation.
• Timely rooming of patients while ensuring accurate review of vitals, medication reconciliation, pain level, PHQ9 depression screening as requested by provider and document in the patient’s chart or Onco EMR for provider’s review.
• Completion of blood draws as required adhering to procedures for specimen handling & processing. Assists providers with medical procedures as applicable; send labs specimens to appropriate facility as required.
• Ensures physicians have critical blood counts available according to guidelines; obtains all pertinent scans & CDs and prepares for physician’s review.
• Process, file, and distribute faxes, mail, courier deliveries, and electronic documents accurately and timely.
• Consistently completes all In-box tasks in timely and accurate manner per protocol
• Maintains adequate inventory of supplies. Place orders with purchasing as needed.
• Complies with all federal, state, and local regulations related to patient care, privacy billing, safety, and records retention.
• Adheres to all company policies, procedures, IT standards, and disaster recovery requirements.
• Performs duties across all Care Team work areas (Check-In, Check-Out, Medical Records, Patient Care) as trained and assigned.
• Provides coverage for absences, lunches, vacations, and staffing needs as directed
• Assists with training and onboarding of new staff as directed
• Maintains organized workspaces, safeguard equipment, and ensure confidentiality of patient and employee information.
• Support multi-site operations and work at alternate locations as business needs require.
• Ensures patient care visits with providers are in adherence to all clinical policies, procedures and safety standards.
• Effectively & professionally handles patient service issues with 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.
• Schedules outside testing, referrals to other physicians and hospital admissions as ordered by providers and obtaining required authorization when needed/ if applicable.
• 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.
• 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 with attention to accuracy, completeness, and proper categorization.
• Protect patients' rights by maintaining confidentiality of personal and financial information in adherence with HIPAA regulations. 
• Verify patient identifiers prior to filing records & resolve misfiled documentation promptly 
• 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.
• Collect and post all forms of patient payments accurately; log all transactions in required systems and reports. Balance cash drawers and handle funds according to established procedures.
• Prepare daily close documentation, deposits, and trial closes in accordance with clinic protocols.
• Notify Financial Counselors of insurance changes, STAT scheduling needs, or hospital admissions impacting billing or collections.
• 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.
• Distributes reports, schedules, and documentation to appropriate departments, including Electronic Data Interfaces (EDIs) and Business Office, per protocol.

KPA 4 – Compliance

• 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.
• 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 degree preferred

Minimum Relevant Experience

• Minimum three (3) years of experience in a healthcare setting; physician office experience preferred.
• Experience in an oncology or specialty physician practice setting preferred.

Certifications/Licenses

•  N/A

Skills

• Demonstrated commitment to excellent customer service.
• Strong attention to detail with the ability to manage multiple priorities.
• Strong critical thinking, problem-solving, and organizational skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

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

• Standing for extended periods
• Walking
• Lifting up to 50 lbs.
• Manual dexterity
• Visual and auditory acuity
• Ability to wear PPE

Cognitive Requirements

• Critical thinking
• Decision-making under pressure
• Reading and interpreting medical information
• Communication skills
• Environmental Requirements
• Exposure to infectious diseases, bodily fluids, chemicals, and fluctuating temperatures.

Accommodation Notes

• Assistive devices for lifting
• Modified schedules
• Accessible exam rooms
• Ergonomic tools

 #AONA