The C3 Patient Access Resource Staff is responsible for providing the highest level of customer service while handling all aspects of the scheduling of clinic appointments, referral management, visit preparation, patient eligibility, and financial clearance for the Connected Care Center clinical services. This position is responsible for all aspects of scheduling and supporting patient care coordination across multiple clinical specialties. This position will respond to patient Connected Care Center scheduling requests which include but are not limited to, patient phone calls, MyChart or provider requests. The employee in this position promotes OHSU's mission statement by delivering high quality, cost effective, patient centered, service excellence.

Customer Service

• Deliver exceptional customer service to external customers (patients, families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).
• Meet or exceed service standards of the healthcare industry.
• Communicate promptly and professionally.
• Demonstrate patient-centered customer service skills.
• Handle crisis situations effectively.
• Utilize available information technology efficiently. 
• Process complaints following standard procedures. 
• Provide flexible coverage for internal service needs.
• Apply continuous process improvement methods and skills.

Multi-Specialty Call Processing & Scheduling

• Answer incoming calls and handle various inquiries related to scheduling, general information, referral status, and care-related matters.
• Transfer calls to Nurse Triage when necessary, following established guidelines.
• Schedule and manage patient access to clinical services in the Connected Care Center.
• Record accurate and detailed information in the electronic medical record (EMR) for telephone encounters, including medication refill requests, complaints, general inquiries, and urgent healthcare concerns.
• Assess and direct calls to the appropriate staff for patient care and needs.
• Process calls promptly, professionally, and courteously.
• Provide callers with relevant information, such as directions, addresses, and operating hours.
• Utilize schedules and departmental procedures to connect callers with the appropriate on-call personnel.
• Follow departmental policies for different types of encounters (e.g., refills, telephone consultations, documentation).
• Schedule patient appointments for Connected Care Center clinical services through various sources, including inbound calls, workqueues, clinical service requests, etc.
• Act as a liaison and information resource for physicians and nursing support staff.
• Return phone messages and send out new patient information packets via mail.
• Direct patients to the appropriate clinicians for healthcare issues.
• Process and route direct referrals to other clinical services.
• Accurately enter patient information into the Epic system.
• Utilize proper OHSU forms and documentation for all patients.
• Collaborate with providers to maintain up-to-date clinic templates and block schedules in Epic.
• Assist with scheduling surgical services as needed.

Registration, Managed Care, Financial Clearance

• Ensure administrative and financial preparation of patients prior to their visit by following registration workflows. Gather and verify patient information, including demographics, insurance coverage, and financial status. 
• Pre-register patients with accurate demographic data, including race, ethnicity, language, and disability information.
• Conduct financial screening using the Experian tool to determine patient eligibility for financial assistance programs.
• Transfer patients to the appropriate department to address their financial concerns. 
• Confirm patient eligibility for healthcare coverage and clarify managed care arrangements. 
• Enter all information accurately into Epic EMR. 
• Set up reservations and admissions for elective inpatient and day patient procedures. 
• Obtain managed care authorizations for consultations, procedures, office visits, and care arrangements when needed. Follow up on pending authorizations until they are obtained. 
• Stay updated on managed care insurance plans and serve as a resource for physicians, nursing support staff, and colleagues. 
• Provide information on authorization requirements per diagnosis and service to referring physician offices, OHSU Health Plan Office, patients, and insurance companies. 
• Maintain proficiency in ICD-10 requirements.
• Schedule appointments and coordinate with other ancillary and clinical services as necessary. 
• Resolve patient concerns and managed care-related problems using problem-solving and negotiation skills. 
• Create medical record if not already available.

• One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and may require experience obtaining managed care authorizations. OR
• One and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting. 
• The candidate must have a thorough knowledge of PAS policies and procedures.
• Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.

Knowledge and Skills Required:

• Basic computer skills including word processing.
• Windows applications, on-line scheduling, and a preference for data-base skills. 
• Excellent verbal and written communications skills. 
• Strong customer service orientation. 
• Demonstrated effectiveness in confrontational customer interactions.

• Advanced Degree
• Experience working with an electronic health record.
• 2+ years patient scheduling experience.
• 2+ years experience working in healthcare, preferably Urology, Neurology, Neurosurgery, GI, or Imaging
• Medical terminology. Ability to learn new computer sills and systems.
• Experience using Epic

This position works in a busy environment with many interruptions, multiple demands and interactions.

This position will handle a high volume of patient phone calls, high level of multi tasking, and scheduling.

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.