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 established patients, by gathering and recording information about patients; providing specific customer services which include screening for financial eligibility, confirming health insurance coverage and obligations, obtaining necessary authorizations for care, appointment scheduling and assisting patients, through direct patient contact or over the phone, in the office or clincal setting. This position provides broad administrative 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.

 

New Visit Coordination: Receive incoming internal and external referrals, determine appropriateness of referral and provider assignment. Request and collect all outside records, initiate EARL shell for external referrals, update EARL status appropriately based on scheduling and referral status to meet the ASA benchmarks. Communicate with patient and referring provider office about insurance barriers and possible out of pocket expenses at the time of consult. Escalate medical records for medical review when necessary. Connect uninsured patients to Financial Assistance program where appropriate. Monitor medicaid and uninsured access. Enrollment & Authorization: Gathers/verifies patient and guarantor information including demographics, insurance coverage, and financial status and communicates with patients frequently regarding pending authorizations as notified by the MCC DoS team.

 

Arranged Care: Schedule returning patients for 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.

 

Telecommunications: Triages all incoming telephone calls and routes callers to appropriate provider, staff or source; accurately documents and relays any messages; 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.

• 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

• 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.

• Highschool diploma

Ability to work general business office hours, hours: Monday through Friday, 7:45-4:15 PM. Occasional need to come in early or stay late to accommodate patient or physician needs.This position has the potential of being a work from home position for part of the work week, schedule and timing at discretion of manager.

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.