The Department of Urology at OHSU is committed to providing the highest quality, state-of-the-art care for adult and pediatric urology patients. Our physicians are recognized leaders in their fields, have advanced fellowship training in urological sub-specialties, and are expert, high-volume surgeons. We consider it a privilege to be able to offer this care to our patients and continually strive to provide it with a personalized, patient-centered and compassionate focus. We also take pride in our contributions to new discoveries through research, and embrace our important role in training the next generation of top urologists.

 

This position is an integral part of the Department of Urology. This position directly supports the Department objectives of Clinical Care, Quality Assurance, Education and Research. This position is responsible for scheduling surgeries and related clinic visits in the OHSU Health System; obtaining insurance authorization and conducting related managed care activities; assisting with referral management; and triaging incoming calls; all activities are expected to be performed with the highest level of customer service excellence standards.

• Customer Service: Provide the 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 meet or exceed 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.
• Surgery Scheduling: Schedule new surgical and clinical appointment via EPIC Cadence. Arrange wheelchairs, interpreters, and transportation when necessary and accommodates other special needs whenever possible. Prepares and mails information packets to patients. Notify patients of appointments via telephone and mail. Make confirmation calls and send out appointment reminders. Make special arrangements with families for teleconferences as needed. Secures pertinent outside medical records prior to appointments including hard copies of appropriate diagnostics. Schedule diagnostic studies to be done at facilities inside and outside of OHSU. Arrange for transfers of patients from outside hospitals via the transfer center, per surgeon instructions. Develop and maintain working relationships with the referring physician and their staff to insure a smooth referral process. Participate in meetings and committees as requested to improve patient care processes and procedures.

Other duties as assigned.

• 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 (dependent on position description). 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.

Job Related Knowledge, Skills and Abilities (Competencies):

• 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.

• Bachelors degree or some college experience preferred.
• Two years experience in a high volume medical office preferred
• Proficient with managed care functions including eligibility issues, authorizations, referrals and TOS payments/collections.
• Experience in a Urology service. OHSU PAS experience preferred.
• EPIC experience preferred.

Ability to work general business office hours from 8:00 am to 5:00 pm. Occasionally, need to come in early or stay late to accommodate patient or physician needs. The position will primarily support our OHSU Adventist Health clinic with opportunity to work at our OHSU South Waterfront campus depending on clinic needs.

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.