This position is an integral part of the Division of Surgical Oncology. This position directly supports the Department objectives of Clinical Care, Quality Assurance, Education and Research. This position is responsible for the access management of new and returning patients, by gathering and recording information about patients; providing specific customer services which include screening for financial eligibility, confirming health insurance coverage and obligations,scheduling appointments and assisting patients in the office or clincal setting. This position provides broad clerical and communications support for faculty of the Division of Surgical Oncology.

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.

 

Enrollment & Authorization: Check inbasket messages from MCC/ RNC teams and communicate with patients about insurance. Gathers/verifies patient and guarantor information including demographics, insurance coverage, and financial status; confirms patient eligibility and benefits for health care coverage directly with the carrier via electronic database, phone, fax or email; clarifies any managed care arrangements; Sends CCI NCCF forms with patient estimate, as informed by MCC team

 

Arranged Care: Schedules returning patients for both surgical and clinical appointments via EPIC Cadence.  Arranges wheelchairs, interpreters when necessary and accommodates other special needs whenever possible.  Prepares and mails information packets to patients.  Notifies patients of appointments via telephone and mail.  Makes confirmation calls and sends out appointment reminders.  Makes special arrangements with families for teleconferences as needed.  Secures pertinent outside medical records prior to appointments.  Send/schedule diagnostic study orders to facilities inside and outside of OHSU.
Scheduling appts

• Schedule follow-ups for clinic patients, along with scans, and PMCs
• Schedule referrals to doctors outside of OHSU
• Coordinate established patients with other doctors and other clinics and ours
• Schedule same-day add-ons with other clinics
• Check on referrals sent with OHSU

Scheduling tasks from RN Team

• coordinating appointments and scans for patients across multiple clinics for multiple days
• calling patients to inform them of time changes and add-on scans
• Call patients from the reschedule report
• Call various facilities to get chart notes, imaging and pathology faxed to us for clinic
• Call patients/radiology from the recall report

Telecommunications: Triages all incoming telephone calls and routes callers to appropriate provider, staff or source; accurately documents and relays any messages in a telephone encounter; processes any requests for medication refills as directed by provider; directs calls of complaint, requests for information, urgent health cares concerns and general inquiries to appropriate source.

 

Administrative Duties: Sort and upload all documents that come through rightfax based on protocols

• Formulate new procedures for clinic -type them and pass them out
  Re-formulate existing procedures for clinic -type them and pass them out.
• Print the surgery schedule and hang in the Drs Work Room.;
• Create phone lists, calendars, logs, files and other documents in Excel for clinic
• Missions to the hill for various reasons
• Attend Meetings as a SurgOnc delegate

• 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 OR
• Successful completion of the PAS Trainee position.
• Demonstrated ability to work in a fast-paced environment, Basic computer keyboarding skills including typing of 30 - 45 wpm and working knowledge of MS Office 2007; Demonstrated previous experience using EPIC, including Cadence and EARL; Demonstrated working knowledge and understanding of medical terminology and insurance authorization processes; 6 months previous experience working with multi-line phones; Strong relationship building skills with patients, care plans, providers, clinic staff, management, OHSU and community partners;
• Exceptional customer service skills - both in-person and on the telephone; Exceptional interpersonal skills-able to resolve conflicts and problem solve between parties; Demonstrates active listening skills and supportive, professional behavior. Demonstrated evidence of strong written and verbal communication skills; Ability to manage multiple priorities, prioritize workload, meet deadlines and meet urgent patient, physician and system needs; Ability to work accurately and without constant supervision.

• High School Diploma; Advanced Degree

Ability to work general business office hours, hours: Monday through Friday, 8:30 AM – 5:00 PM. Occasional need to come in early or stay late to accommodate patient or physician needs. Hybrid position with majority of the work done remotely from home office and occasional need to work in clinic in person.

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.