Oncology practices are known for their complexity—not just medically, but administratively. Between prior authorizations, patient assistance programs, specialty pharmacy processes, and evolving treatment plans, managing an oncology office goes far beyond day-to-day scheduling.
In this episode of PMI Shorts, David Womack, Jan Hailey, and Deborah McNeilance dive into the operational side of hematology and oncology (HEM/ONC) practices. They unpack the unique financial, administrative, and communication challenges that set this specialty apart—and why knowledgeable leadership is critical.
Let's take a look at some of their insights.
The video opens with a clear message: managing oncology requires a strong grasp of business operations. “It's not just about knowing how to run a front desk or submit a claim,” says Jan Hailey. “You have to understand the cost of care, the medications, the reimbursements, and the patient experience.”
Unlike many specialties, oncology practices deal with extremely expensive drugs and complex infusion schedules. Each decision—whether it's around authorizations, billing, or payer communication—can have significant financial and clinical implications.
Deborah McNeilance points out that HEM/ONC practices must act as both caregivers and navigators. “You're coordinating not just with patients, but with pharmacies, payers, manufacturers, and internal departments,” she explains. “If one step is missed, it can delay treatment.”
That means the office manager plays a critical role in making sure everything flows smoothly—from medication ordering to patient education. The stakes are high, so the margin for error is low.
Another topic addressed is the importance of thorough documentation and maintaining regulatory compliance. “You need solid documentation, not only for patient care but also for audits and payer requirements,” says Jan. “Every single step in the patient’s journey—from diagnosis to treatment to billing—has to be tracked.”
Even minor missteps in record-keeping or coding can lead to reimbursement delays or denials.
The panelists emphasize that general administrative knowledge isn’t enough in this field. Managers need specialized training in the business of oncology to succeed. “This is why the CMOM-HEM/ONC certification is so important,” Deborah says. “It helps leaders build the confidence and competence they need to manage these complex environments.”
From understanding prior authorizations to managing clinical workflows and staff communication, the CMOM-HEM/ONC curriculum equips managers with tools they can use immediately.
If you're managing or supporting a hematology or oncology practice, now’s the time to level up your business acumen. Watch the full conversation here: PMI Shorts #14: CMOM HEM/ONC – The Business of Oncology.
Explore PMI’s Certified Medical Office Manager (CMOM) HEM/ONC program—designed specifically for the challenges and opportunities in oncology. Because in this specialty, great clinical care starts with exceptional business leadership.