OHSU Casey Eye Institute is a premier academic medical center providing eye care for adults and children in the Pacific Northwest and beyond. We treat eye conditions from the most straightforward to the most complex and offer expert care in all ophthalmology specialties.
Since 1945, OHSU Casey Eye Institute doctors and vision scientists have worked side by side to discover the causes of eye disease and find new treatments. Bringing research and patient care together helps us turn possibilities into realities. OHSU Casey Eye Institute is a "High Performing" eye hospital, which means we are ranked in the top 10 percent nationally by U.S. News & World Report.
The purpose of this position is to provide administrative and clinic support to the Casey Eye Institute's Retina Ophthalmology Clinic. Specific areas of support include patient care coordination, phones, patient appointment scheduling. This is a full-time, benefitted, on-site position.
Receive patients arriving for appointments and assisting in patient flow throughout the clinic visit. Maintaining a clean, safe and orderly environment in the waiting area for patients, family and clinic personnel. This includes, but not limited to, keeping the waiting area free of litter and obstacles, keeping magazine subscriptions current and tidy, maintaining supplies and necessary clinic forms.
POINT OF SERVICE OPERATIONS: Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements.
Schedule new and return patient appointments, including fellows and faculty, ancillaries, and surgeries; review/update patient appointment list.
ARRANGED CARE: Schedules new patient appointments on line and manually, if ever necessary. Obtains prior medical records and studies if appropriate. Creates a medical record, if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails new patient information packets. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments.
Triage phone calls, dispensing appropriately, including facilitation of prescription refills, consults, walk-ins and emergencies, requests for medical records.
TELECOMMUNICATIONS: Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees.
CUSTOMER SERVICE: Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, crisis management, facility with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous applications of process improvement methods and skills.
Perform cash handling and billing duties in a timely and thorough manner. Duties include, but not limited to: educating patients on related billing issues as appropriate, 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 (batching out cash/checks/credit card, and checking encounters for missing information, and giving appropriate documentation to designated area for posting); reconciling cash receipts per CEI policy and maintaining front office cash drawer as appropriate
Provide back-up support to the Retina Division managed care coordinator. Confirm or obtain pre-authorizations from 3rd party payers. Verify or facilitate up-to-date registration information on all new and return patients for the retina faculty.
ENROLLMENT & AUTHORIZATION. Maintains current information on managed care insurance plans and serves as a liaison and information resource for physicians, support staff, referring physician offices, OHSU Health Plan Office, patients, and insurance companies regarding authorization requirements per diagnosis and service. Gather and/or verify patient information including demographics, insurance coverage, and financial status. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Obtain authorizations for clinical care, diagnostics, procedures, and facility charges. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations.
Provides back-up administrative support to the other retina support staff. This includes, but is not limited to: attending educational in-services and staff meetings, communicates additional training needs to direct supervisor, cross-trains for position 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.
Clinical experience, basic computer keyboarding skills and working knowledge of medical terminology. Strong relationship building skills with patients, health plans, providers, staff, management. Exceptional customer service skills - both in person and on the phone. Exceptional interpersonal skills - able to resolve conflicts and to problem solve between parties. Patient advocacy skills - evaluate patient concerns for timely resolution. Sensitivity to patient needs. Demonstrated evidence of 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; willingness 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.
High school diploma or GED preferred.
Work experience in a medical office environment, including high volume direct patient contact strongly preferred.
Preferred experience in university network computer applications using Windows, EPIC and associated applications.
Ophthalmology experience preferred.
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