***Remote options available***

 

To support Oregon Health Sciences University’s mission by providing exemplary service to all patients, patient families, visitors, and staff who present to any area of Patient Access Services Department in person, via telephone, or over electronic communication. To greet, interview, register, and pre-register patients scheduled for hospital admission. 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, and entering REALD (Race, Ethnicity, Language, and Disability).Performs employee requirements as outlined in Compliance Roles and Responsibilities, Code of Conduct and Respect at the University for OHSU Hospital and Clinics.  

Customer Care:

• Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
• Promptly greet all patient and visitors in a warm professional manner over the phone.
• Determine customer needs proactively and direct inquires to appropriate resources.
• Answer multi-line telephone inquiries. This includes determining caller needs and assist callers efficiently and appropriately.
• Demonstrates the ability to communicate effectively, timely, and respectfully at all times, especially in a high stress environment.
• Demonstrates respect and cooperation in all staff relationships, with a genuine willingness to prevent or resolve inter-personal conflicts. 

Patient Registration

• Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient and updates REALD Smart Form as required by law.  Serves as liaison for patients and families with questions.
• Provide financial screening for low income or non-sponsored patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate.
• Follow and complete daily task list as assigned by management.
• Correctly identifies patient service type to establish an accurate and billable account.
• Corrects patient identity inaccuracies, as identified. 
• Gathers, adds, updates, and/or verifies detailed demographic information and any applicable forms.  Complete registration from patient work queues, email, or in basket as assigned.

Insurance Verification/ Financial Clearance

• Maintain knowledge of current insurance plans along with the Epic plan distinction, and current eligibility verification process.

• Maintain access to all insurance website by signing in one time per month, at minimum.
• Complete insurance verification on each patient’s insurance using electronic verification in RTE, payer portals, or other required methods. The PAS Revenue Cycle Specialist staff will also re-verify the eligibility insurance information if the insurance was not verified in the current month.
• Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
• Gathers, adds, updates, and/or verifies detailed insurance coverage and financial status with each patient

Training:

• Take personal responsibility to work autonomously, perform optimally each day, and ensure all performance standards are met.
• Completes all required update modules. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
• Sustains working knowledge of PAS Specialist and PAS Revenue Cycle Specialist workflows for applicable areas.
• Integrate changes to the EPIC Prelude system, the third-party guidelines and changes to internal processes and procedures into individual registration routines to ensure that current processes are being used consistently. 
• Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance.  Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned.  May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor.
• Be self-directed in assessing strengths and weaknesses and in identifying performance enhancement and career development opportunities. 
• Required to maintain Individual Performance Standards which includes:
1. Production Standard: 60 registration per day on average
2. Error Rate Standard: Maintain an accuracy rate of 97%.
3. Phone standard:  35% or less not ready time
4. Customer Service:  2 or fewer validated customer service complaints in any rolling one - year period. Must follow the OHSU Model of Communication in 100% of customer interactions and consistently demonstrate exemplary internal and external customer contact skills

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 equivalent; AND
• At least one year of experience in a medical office setting, including high-volume direct patient
  contact, scheduling of appointments and registration and/or billing responsibilities. OR
• Two years of work experience in a high-volume direct public contact, front-line non-healthcare setting position.
• Thorough knowledge of insurance and financial policies.
• Must have a thorough knowledge of PAS policy and procedures.  Candidates will have demonstrated advanced PAS user skills.
• Basic computer skills, including word processing and Windows applications.
• Basic computer keyboarding skills including typing of minimum 40 wpm with high accuracy. 
• Demonstrated excellent verbal and written communication skills.
• Strong customer service orientation.
• Ability to walk and stand for 6-8 hours/day, position is extremely mobile.  
• Demonstrated effectiveness during extremely confrontational customer interactions in a high stress environment.
• Actively seeks conflict resolution between co-workers, seeking assistance, if needed.
• Must be able to perform the essential functions of the position with or without accommodation.

• Thorough knowledge with insurance eligibility and healthcare registration.
• OHSU experience. 
• Demonstrated efficiency and problem solving in resolving patient concerns.
• Strong attention to detail and processes.
• Ability to work with a high level of accuracy, speed, multitask, and prioritize in high stress/high volume environments, with little direct supervision.
• Demonstrated record of reliable attendance, punctuality and proven successful performance at past and present employers.
• Demonstrated effective interpersonal skills, which promote cooperation and team work.

• Please note this role is a call center position sitting at a desk during your shift and a headset will be required. 
• Hours of Work: M-F 8:00 am to 4:30pm Registration is open Monday through Friday 7:30am to 8:00pm and Saturday and Sunday 8:00am to 8:00pm.  Registration is also open holidays varying hours depending on clinic support needs. Position may require work on weekends and holidays, depending on department need.  Temperatures onsite can vary and staff should be prepared to layer to accommodate for personal comfort. Remote option available for most positions.

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.


As an organization devoted to the health and well-being of people in Oregon and beyond, OHSU requires its employees to be fully vaccinated against COVID-19.