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 the coverage of the front desk, check in and check out. Also access management of new and returning patients, by

gathering and recording information about patients; providing specific customer services which include screening for financilal eligibility, confirming health insurance coverage and obligations, obtaining necessary

authorizations for care, scheduling appointments and assisting patients in the office or clincal setting. 

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 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

Arranged Care:

• Schedules new patient appointments on line and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical record if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets. Provide personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments.Document processing- Preparing and sending new patient packets and patient letters. Maintaining supply of patient forms and updating them as needed. Organization and filing of new patient records

Point of Service Operations:

• Work-queue scheduling and working the In-baskets. Works closely with C3 to ensure patients get scheduled appropriately and in a timely manner. Answers any questions that C3 has.

Telecommunications:

• Triage incoming calls and route callers to appropriate provider, staff or resource; accurately document and relay any messages; process any requests for medication refills as directed by provider; direct calls of complaint, requests for information, urgent health care concerns and general inquiries to the appropriate source.

Process Incoming referrals:

• Process all incoming referrals both internal and external using the department of Urology’s Referral Matrix. Gather all pertinent medical records for consultation. Direct referrals to medical personnel on medical review and scheduling recommendations. Communicate with referring providers on authorization and other arrangement that need to be made in order consult with the patient.

Other Duties As Assigned.

• 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.

• Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.  

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm. 
• Proficient with managed care functions including eligibility issues, authorizations, referrals and TOS payments/collections.
• Demonstrated exemplary written and verbal customer service skills and communication skills.
• Strong customer service orientation.
• Demonstrated effectiveness in customer confrontational interactions.
• Basic computer skills including word processing. Windows applications, on-line scheduling, and a preference for data-base skills.
• Must have excellent attendance; must be detail oriented and must be able to demonstrate ability;
• must be able to work independently, with little direct supervision;
• must have demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present employers.
• Must be able to perform the essential functions of the position with or without accommodation
  

• Advanced degree or some college experience preferred.
• Two years experience in a high volume medical office preferred.
• Experience in a Urology service.
• OHSU PAS experience preferred.
• EPIC experience preferred.

Ability to work general business office hours from 8:30 am to 5:00pm. The position will primarily support

our OHSU Adventist Health clinic.

 

Benefits:

• Healthcare Options - Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
• Two separate above market pension plans to choose from
• Vacation- up to 200 hours per year depending on length of service
• Sick Leave- up to 96 hours per year
• 8 paid holidays per year
• Substantial Tri-met and C-Tran discounts
• Additional Programs including: Tuition Reimbursement and Employee Assistance Program (EAP)

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.