The Division of Trauma, Critical Care and Acute Care Surgery is one of the largest divisions within the Department of Surgery, comprised of a team of dedicated faculty in support of OHSU as a Level 1 trauma center. Our trauma surgeons provide expert care to the most seriously injured patients in the state, instruct future generations of trauma surgeons, and conduct research into improving and advancing the treatment of trauma patients. Its surgical critical care fellowship program sponsors four fellows each year.

Customer Service: Provide highest level of customer service to both external customers (patients and their families, referring providers, insurance carriers, etc.) 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 application of process improvement methods and skills.

 

Administrative Duties: Provide administrative support to Division clinical and research faculty, Trauma Research Lab Manager, Division Manager and the Trauma Program Office. Maintain calendars, arrange travel, schedule meetings do purchasing and procurement card reconciliation. Perform data entry for research group and Trauma Program. Assist with administrative projects. Make phone calls to research subjects for 1) appointment scheduling and confirmations and 2) to ask research study follow up questions.

 

Telecommunications and scheduling: Receive incoming calls on Trauma/EGS scheduling phone line. Triage calls, page providers and other appropriate people, and answer all basic caller questions. Accurately and appropriately triage and document phone calls from patients into Epic including medication refills, general information, and urgent health care concerns. Return phone messages in accordance with trauma policy. Deliver such information or requests promptly to the appropriate providers or their designees. Schedule and coordinate new patient consultations, follow-up appointments, and procedures for Trauma/EGS Clinic. Monitor and schedule referrals, process fax and mail correspondence, and scan outside medical records or insurance communications directly into Epic.

Outpatient Clinic: Prior to clinic prepare all pertinent medical charts and when indicated, mail new patient information packets for new patient consultations and procedures. Arrange and order associated clinical, diagnostic, and laboratory services. Obtain prior medical records and studies when appropriate. Greet and perform check-in and check-out duties for the Trauma/EGS clinic patients in accordance with OHSU best practices. Make appointment reminder calls. Answer all basic appointment questions. Check in patients and provide customer service at the Surgery Timeshare Clinic front desk. Collect co-payments, pre- payments, and co-insurance payments. Perform cash handling duties in accordance with OHSU best practices. Schedule follow up appointments, diagnostic imaging, and provide After Visit Summaries for patient at checkout.

 

Surgery Scheduling: Schedule surgical procedures for Trauma/EGS physicians in accordance with OHSU Surgery Scheduling policies and best practices. This includes scheduling patient with OR and hospital reservation using the appropriate systems. Communicate with patients regarding procedures. Provide managed care for all scheduled elective surgeries as well as inpatient procedures. Obtain authorization or precertification when necessary. Add on cases to next day OR schedule. Coordinate with outside departments who are requesting to schedule TRA/EGS surgeons to assist on their cases.

Managed Care Coordination: Act as liaison between centralized managed care, the patient and insurance companies to obtain authorizations for clinic visits, procedures, and ancillary studies for Trauma/EGS patients. Gather and/or verify patient information including demographics, insurance coverage, and financial status in accordance with OHSU best practices. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Document managed care in system accordance with OHSU best practices. Determine co-payments, pre-payments, and co-insurance payments, document in system and inform patients of responsibility.

• Six months experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments.
• The candidate must have a thorough knowledge of PAS policies and procedures.
• Basic computer skills, including MS Word and Excel, knowledge of Windows applications.
• Excellent customer service skills, including verbal and written communications skills.
• Demonstrated problem solving and negotiation skills in resolving patient concerns, scheduling challenges, and managed care related problems.
• Demonstrated excellent attendance record.
• Ability to function in a fast-paced and noisy office.
• Working knowledge and understanding of medical

• High School Diploma or GED
• Previous experience with Epic.

Monday through Friday 8:30am to 5:00 pm. Mondays and Fridays required in person for Trauma/EGS Clinic. Tuesday-Thursday telework option. This position works in a busy environment with frequent interruptions, coinciding demands and extensive people interactions.

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.