This position provides administrative and clinical support to the Genetics Division, specifically in the areas of clinical trials and research. This is a full-time, non-remote, benefitted position.
Acts as primary receptionist and point of contact for CEI Genetics Clinical Trials. Duties include checking patients in and out for appointments, answering the main phone line, monitoring the genetics clinical trial email inbox, triaging and transferring calls and emails, taking messages, greeting and directing visitors and patients. Schedules research appointments through EPIC and Outlook, if ever necessary and as indicated by study coordinators and or PI’s. Obtains prior medical records, if appropriate. Creates a medical record, if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other specific needs whenever possible. Mails patient information packets. Obtains and prepares OHSU medical records before scheduled appointments.
Provides high-quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and other staff) that meets or exceeds the service standards of the health care industry. This includes prompt and professional communication, face-to-face customer service skills, as well as over the phone and in written communication. Must be able to explain various tests to patients following physician guidelines. Is able to assist in crisis management. Must interact professionally with clinical trial coordinators, manager, and variety of additional staff within Casey and OHSU.
Serves as part of the administrative support team for clinical trials coordinators including aiding in scheduling meetings and conferences; p-card and ClinCard reconciliation and reimbursements, arranging travel for patients, preparing travel requests, ordering printer toner, as indicated. Maintains updated CV and training files for study staff and faculty. Updates research patient information in Progeny.
Perform cash handling and billing duties in a timely and thorough manner. Duties include educating patients on related billing issues as appropriate, quoting self-pay patients when indicated, collecting co-payments and past due balances when indicated, providing patients with appropriate receipts per CEI procedures, performing end of day duties following CEI protocol and guidelines (closing/balancing cash drawer and giving documentation with monies to designated person)
Manage mailroom deliveries for clinical trial unit including mail distribution duties, acts as primary contact for all deliveries, and ensures proper ordering and stocking or mailroom supplies.
ADDITIONAL RESPONSIBILITIES: This includes, but is not limited to: attend educational in-services and staff meetings, communicates additional training needs to Manager. Willingness to cross-train for positions in assigned or other division areas, when necessary. Maintains core competencies and demonstrates continuous applications of these skills throughout the time of employment.
Six months of work experience in a medical office setting, including high volume direct patient contact; OR one year of work experience in a high volume direct public contact position.
Demonstrated leadership skills and the ability to effectively delegate and motivate staff. Ability to train others and effectively transfer knowledge. Strong work knowledge of PAS and front desk policies and procedures. Demonstrated PAS user skills and extensive knowledge of integrated care at OHSU. Knowledge of managed care billing procedures. Strong relationship-building skills with patients, health plans, providers, staff, management. Exceptional customer service skills and telephone etiquette. Exceptional interpersonal skills. Ability to resolve conflicts and problem-solve between parties. Strong patient advocacy skills and the ability to evaluate patient concerns for timely resolution. Accounting knowledge and demonstrated ability to develop oversee and maintain budgets. Experience with account reconciliation and proven ability to manage basic accounting projects. Excellent organizational skills and capacity to manage multiple tasks. Strong written and verbal communication skills. Ability to manage competing priorities. Ability to meet deadlines and urgent patient and system needs. Ability to work independently and to serve as a positive and professional role model. Must have demonstrated record of reliable attendance, punctuality and proven successful performance in past and present.
GED or high school diploma preferred.
Work experience in an Ophthalmology/Genetics medical office setting, medical terminology knowledge, and scheduling of complex medical and diagnostic tests. Experience in Progeny data base in an Ophthalmic Genetic Subspecialty, Proficiency in university network computer applications using Windows, EPIC and associated applications.
Previous independent experience in clinical office setting.
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