The purpose of this position is to collect and record accurate and complete required demographic, insurance, and financial information for patients receiving outpatient services. This includes financial screening services, checking insurance eligibility, confirming health insurance coverage, scheduling appointments, and assisting patients in an office or clinic setting. This position is within the Ambulatory Operations and requires flexibility to be willing to work in a variety of clinics and locations with little or no advance notice of assignment. The person in this position must be able to work at multiple locations over the course of the typical work week and possibly the same day, providing own transportation.
***This is a 6 month temporary assignment position, multiple vacancies available***
Provide high quality customer service to all internal and external customers. This includes communicating accurately, openly, supportively, in a timely manner, and extending special attention and sensitivity to all patients, visitors, and fellow employees. Assist in maintaining an atmosphere of cooperation within the department, as well as with other departments and allied professionals. Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve inter-personal conflicts. Must demonstrate superior face to face customer contact skills, remain calm and resourceful during crisis management or other difficult situations, and manage standard complaint processing. Required to learn and maintain skill with available information technology, and remain current with changes to departmental procedures and new information. Provide flexible coverage of internal service needs, including work location and reporting time. Registration Service. Gather and/or verify patient information including demographics, guarantor, emergency contacts, insurance coverage, and financial status. Verify patient eligibility for health care coverage and enter appropriate insurance plan information and codes. Enter all information accurately into OHSU databases. Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate. Complete reverification, udpates, and/or new patient registration from patient work queues, email, or inbasket as assigned. Required to maintain Registration Department individual performance standards: Production Standard: Individual standard of 60 registrations per day Error Rate Standard: Maintain an accuracy rate of 97% Talk Time Standard: Average time to complete a registration is 4.5 minutes or less.
Telecommunications. Utilize an Automated Call distributor (ACD) to answering incoming registration calls. Staff in and out of ACD and use not ready work as per department guidelines. Remain available to accept incoming calls at all times. Adhere to department schedule for break and lunch periods. Refer general information inquiries and urgent health concerns to the appropriate area. Answer and explain all registration questions asked by patients or other employees. Note that Registration Services participates in customer service evaluations via call monitoring and/or recording.
High School Diploma or equivalency