Responsible for all processes in Centralized Check-In involving signing in, checking in, and/or admitting of patients prior to being seen by a provider or health care worker of OHSU. This includes, but is not limited to, greeting patients upon arrival in the sign-in area, careful review of insurance and demographic information with each patient and recording changes in the online systems, verifies account status, authorization information and copay/prepay information with patient against online systems, collects co-pays, contacts appropriate department staff when abnormalities arise, notifies clinical staff when patients arrive, prepare and distribute patient paperwork upon patient sign-in/check-in/admission, monitors how long patients are kept in waiting room and intervenes as necessary, as well as other responsibilities associated with efficient and effective signing in, checking in, and/or admitting of patients. Additional duties include answering incoming calls to the front desk phone lines, opening and closing procedures, updating the event tracker per job aid protocols, and following other various job aids and work flows. This position is a key element in providing high level customer service to the multi-disciplinary clinical buildings’ patient population.

Customer Service:

• Provides high quality customer service to both external and internal that meets or exceeds the service standards of the health care industry.
• Promptly greet all patients, visitors, and others in a warm, courteous and professional manner, face to face or over the phone.
• Demonstrates the ability to communicate effectively, timely, and respectfully at all times, especially in a high stress environment.
• Provides flexible coverage to assist with internal service needs and the continuous application of process improvement methods and skills.
• Determine customer needs proactively, and direct inquiries to appropriate resources.
• As problems and miscommunications occur with internal or external customers.
• demonstrates the ability to clarify and resolve problems immediately to avoid further communication breakdowns.
• Demonstrates respect and cooperation in all staff relationships, with a genuine willingness to prevent or resolve inter-personal conflicts.
• Demonstrates knowledge of all department locations, units, and buildings on OHSU Campus.
• Answers multi-line telephone inquiries. Determine caller needs and assist callers efficiently and appropriately.
• Determine priorities and act quickly, make decisions efficiency and in a calm manner in emergency and stressful situations.
• Upholding institutional policies regarding general public areas on OHSU campus and inside OHSU buildings. This includes screening patients, visitors, vendors and vendor reps as well as reminding them of the policies.
• Liaison between clinical team, practice leaders, and case management for complicated patients and family members.
• Utilizes appropriate interpreter services when necessary.

Patient Registration/Interviews:

• Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services.
• These functions are performed at stationary computer terminals, occasionally over the phone or at beside with paper forms and/or a tablet.
• Hand written documentation may only be utilized during computer downtime or device malfunction.
• Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
• Serves as liaison for patients and families with questions.
• Satisfies state regulations to identify support persons for individuals with disabilities.
• Correctly identifies patient service type to establish an accurate and billable account.
• Corrects patient identity inaccuracies, as identified.
• Schedules reservations into Epic with a base knowledge of diagnoses and procedures.
• Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
• Provides patient education regarding OHSU financial assistance, insurance coordination of benefits, Patient Rights, Terms & Conditions, Advance Directives, Medicare Secondary Payer Questionnaire, Medicare and Commercial notices of Non-Covered services (ABN or NCCF), Important Message from Medicare, Release of Information, Special Consent, Champus Message to patients and their representatives, Notice of Privacy Practices, use of patient information and/or specimens in OHSU research, and other facility or regulatory documents.
• Obtains signatures and enters into computer all facility and regulatory required data and forms. Reviews all for accuracy.
• Responsible for all identity management corrections after hours.
• Identifies and collects co-pays, deductible payments, deposits, and prepayments for services as required.
• Creates and assembles surgical patient intake form packets for the surgical floors.
• Determines urgent/emergent medical situations and activates rapid response team or engages the assistance of nursing staff to assist.
• Follow and complete daily task list as assigned by management.
• Required to maintain Patient Access Services Individual Performance Standards which includes:
  • Production Standard: Meets individual standard determined by shift of
    PAS work activities/completed registrations per day.
  • Error Rate Standard: Maintain an accuracy rate of 97%.
  • Co-Pay and Prepayment Rate Standard: Maintain a collection rate of 80%
    or better, and maintain a POS Payment standard work of 95% or better.
  • 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.

Enrollment & Authorization:

• Gathers, adds, updates, and/or verifies patient information including detailed demographics, detailed insurance coverage/benefits, MyChart enrollment, and financial status with each patient over the phone or face to face.
• Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
• Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
• Obtains benefit information including deductible or co-pays, co-insurance, stoploss or out of pocket status, and correct billing address.
• Complete insurance verification on each patient’s insurance 100% of the time when the insurance verification status says New, Elapsed, Incomplete, Needs Review, or is Medicaid, 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.
• Reviews MMIS for all uninsured or single coverage patients.
• Refers all non-sponsored patients to Oregon Health Plan (OHP) and provides information for financial assistance, working closely with Financial and Medicaid Services.
• Ensures all required forms are completed for services and confirmation of payment sources.
• Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff.
• Applies problem solving and negotiating skills in resolving patient concerns and managed care related issues.
• Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare,OHP/Washington Welfare/Medicaid, and exposures.
• Maintain knowledge pertaining to insurance issues which includes but is not limited to motor vehicle, workman’s compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures.
• Maintain access to all insurance website by signing in one time per month, at minimum.

Training, Competency, and Operations:

• Sustains working knowledge of PAS Specialist and PAS Revenue Cycle Specialist workflows for applicable areas.
• Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period.
• Required to complete ADT/Grand Central training sequence,Prelude and Insurance Verification training sequence, and PAS Training for Epic Cadence training including all modules, tip sheets, and workbook.
• Required to complete Centralized Check-In training sequence.
• Completes all required update modules. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
• 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/ Manager and/or the employment supervisor.

Arranged Care:

• Ensures patients are properly prepared administratively and financially at the time of sign-in, check-in and/or admission.
• Sets up reservations/admissions for elective inpatient and day patient procedures.
• Schedules/walks-in patient appointments per Centralized Check-In standard work.
• Obtains prior medical records and studies if appropriate.
• Creates a medical record if needed. Request wheelchair transportation and interpreters when necessary for the sign-in, check-in, and admitting process, and accommodates other special needs whenever possible.
• Provides personal reminders to patients about upcoming appointments.

Practice Support Resource:

• Maintains a knowledge base of the vast workflows for specialties/service lines within areas of operation and throughout an entire building to ensure patients get to their care on time and with the appropriate information and resources. This includes both inpatient and outpatient departments
• Sustains working knowledge of PAS Specialist and PAS Revenue Cycle Specialist workflows for each area that the work group supports to ensure clinical operations run smoothly.
• Corrects issues that arise prior to admission or appointment during sign-in and check-in to ensure effective delivery of care.
• Works closely with Surgery Schedulers to create/confirm reservations for inpatient and day patient services.
• Ensures that patients report to the correct wait area after admission.
• Monitors the status of surgery cases and relaying the status to patient visitors as needed.
• Serves as liaison and information resource for patients and families/caregivers, physicians, nursing support staff, coworkers, Surgical Offices, and Periop Services.
• Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.

Centralize Check-In Operations:

• Complete training and maintain competency in Event Signaling and Event Signaling workflows.
• Understand and uphold the mission and vision of a centralized check-in modeled building.
• Assist in educating other OHSU employees on the standard workflows and patient flows of a centralized check-in modeled building.
• Actively collect and report abnormalities to further improve the centralized check-in model.
• Troubleshoot situations where patients are out of flow.
• Maintain competency in tools, technology, online portals and programs essential to completing day to day standard work responsibilities (Epic Cadence, Epic Grand Central, Epic Prelude, Microsoft Office, payment collection devices, printers, phones, copy/fax machines, OnBase, Solarity Scan, Vocera, paging system, parking validation, etc.).
• Scheduling walk-in appointments for partnering practices per standard work.

Other Duties as Assigned - Including but not Limited to:

• Investigates and resolves clinic and surgery scheduling errors for appointments and admissions.
• Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership.
• Accommodates patient special needs, including obtaining equipment for mobility issues.
• Reconciling daily Lost and Found.
• Assess expected admissions to determine work flow.
• Provide coverage in other Centralized Check-In building locations, other ambulatory outpatient clinic front desks, Admitting and ED Registration department, Outpatient Registration when needed.
• Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.

• High School Diploma or equivalent
• At least one year of work experience in a medical office setting, including high-volume direct patient contact OR Two years of work experience in a high-volume direct public contact administrative 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.
• Demonstrated excellent verbal and written communication skills.
• Strong customer service orientation. Ability to walk and stand for 6-8hours a day, position is extremely mobile.
• Demonstrate effectiveness during extremely confrontational customer interactions in a high stress environment.
• Actively seeks conflict resolution between co-workers, seeking assistance if needed
• Must have demonstrable customer service skills both over the phone and face to face.
• Must be detail oriented, highly accurate and able to multi-task in high volume situations.
• Must have demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present.
• Must be able to work independently with little direct supervision.
• Must be able to recognize problems and proactively solve or correct them.
• Code of conduct.
• Respect in the workplace.
• Applicable policies, procedures and agreements related to position, department or OHSU as a whole.
• Must be able to perform the essential functions of the position with or without accommodation.

• Prior experience in medical office front desk and high patient volume.
• Experience with Epic.
• Knowledge and experience in Microsoft OneNote.
• Knowledge of PAS procedures and integrated care at OHSU preferred, and/or completion of a PAS Trainee program
• Knowledge of Epic systems.
• Knowledge of OHSU network systems, including Outlook and Microsoft Office products. Knowledge of scheduling and front desk.
• Basic medical terminology.

Locations are variable: Beaverton Clinics, Center for Health and Healing 1, Center for Health and Healing 2, and any other buildings that have Centralized Check-In.