This position will perform surgery scheduling tasks with high quality patient-centered care that includes each patient being medically ready and cleared, securing authorization from the insurance, providing detailed patient education and cost information and securing operating block for the case to be scheduled into.

 

A high level of coordination is required with requesting, follow-up, receival and ongoing communication of each pre-surgical step.  These include but are not limited to: pre-operative testing, surgical clearance and medication management from other specialists, transportation and lodging accommodations and coordination of medical reps, special equipment and implants.  This position will act as the lead coordinator for surgeries involving one or more outside departments.  As the liaison, you will ensure that all parties confirm availability, agree to a specific date and time, are in agreeance on the surgical plan and confirm procedure details, special equipment and any further needs have been communicated to the OR team. 

Will be an active leader for clinical PAS teams that will provide training and ongoing guidance with the goal of guiding PAS teams on how to complete their assigned tasks accurately and efficiently.

 

This position requires forward-thinking as the department has a limited amount of operating block in 4 separate locations.  Cases need to be booked strategically using each operating space to it’s full potential, all while taking into account patient complexity, surgery unit restrictions and insurance requirements at the time the case is booked.  Accurately maintain the surgery calendar, Provider Epic templates and outlook calendar to ensure cases are properly booked into open operating space.

 

Scheduling will support multiple divisions within the Department of Otolaryngology and will require the ability to problem-solve complex scheduling and insurance situations and provide back up support to other surgery schedulers within the department as needed.  Provides back up clinic scheduling & front desk support to all divisions when needed.  Functions as an integral member of the Department by contributing to new ideas for improving customer service and reducing costs.  Applies problem solving and negotiating skills in resolving provider and patient concerns.  Assist in other miscellaneous administrative tasks as needed within the Otolaryngology Department.

• This position is responsible for scheduling the pre-op, post-op and surgeries for multiple divisions within the Department of Otolaryngology.  It requires a high-level of coordination of all pre-surgical needs that will ensure a patient is prepared for surgery.  Coordination includes requesting, following-up and recieval of the following: pre-surgical tests and imaging, surgical clearance and medication management from outside departments, lodging and transportation accommodations and coordination of medical reps, special equipment and implants.  This also includes collecting all necessary surgery details from the physician, submitting the information to the operating room and updating the surgery calendar and provider outlook calendars.  When multiple surgeon’s are involved in a case, this position will act as the liaison and will ensure that all parties confirm availability, agree to a specific date and time, are in agreeance on the surgical plan and confirm procedure details, special equipment and any further needs have been communicated to the OR Schedulers and all necessary parties.
• Applies problem-solving skills to resolve complex scheduling situations using negotiating skills and available resources to ensure that the task is completed with the best interest of the patient and the department.  Use critical thinking to determine how to schedule in a manner that will best optimize the providers time and limited available operating block.  Collaborate with ENT Surgery Manager, Operating Room Managers and OR scheduling department to secure placement of surgical cases booked outside of Department block.  Maintain close communication with surgery schedulers from outside departments both to secure additional operating block as it’s available but also transfer our available block to others to maintain our block utilizaiton goals.  Any additional block needs will be navigated through the iQueue system.
• Managed care tasks include checking benefits, requesting and obtaining authorizations, advocating to insurance companies on the patients behalf for requests to be expedited (when noted as medically urgent), coordinating a peer to peer review between the insurance and provider and documenting all information within EPIC.
• Provide each patient with comprehensive patient education and surgical details, confirm a correct estimate was sent to patient and answer additional cost or insurance questions and utilize billing, the department financial coordinator and registration as an additional resource as needed. 
• Provide back-up clinic scheduling, front desk support and surgery scheduling for all other divisions when needed.  This includes answering phones, scheduling office and ancillary appointments, completing managed care tasks and scheduling surgeries.
• Provides high quality customer service to both external and internal customers that meet or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, flexible coverage of internal service needs and the continuous application of process improvement methods and skills for office services
• Provide leadership to clinical PAS through training and ongoing guidance of various tasks that have a direct impact on a patient’s upcoming surgery.  This would involve ensuring new and established patients have coordinating internal and external appointments that align with the surgery date, ensuring clinical templates do not overlap surgical cases and that imaging requests are properly authorized, scheduled within the appropriate timeline and imagines are uploaded prior to surgery.  Will provide training on all PAS tasks with the goal of achieving accuracy and efficiency with these tasks.  Will serve as a back-up to referral, scheduling and imaging tasks as needed and will participate in Division team meetings.

 

 

Two years of front-line clerical experience in a clinical setting with direct patient contact. Experience must include scheduling of appointments and may require experience obtaining managed care authorizations (dependent on position description).  Preference given to candidates with knowledge of OHSU’s PAS policies and procedures, with completed PAS training and core competencies, and with previous PAS experience

• Basic computer skills, background working with Microsoft Word, Outlook, Excel, other windows applications, on-line scheduling, and databases.
• Working knowledge of medical terminology.
• 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 excellent written and verbal communication skills.
• Demonstrated effectiveness in confrontation customer interactions. Ability to manage multiple priorities, prioritize workload, meet deadlines and meet urgent patient, physician and system needs.
• Ability to work accurately without close supervision.
• Therapy coordination of care; Proficiency in insurance authorizations and scheduling ENT laryngology injections and in-office procedures
• Proficient in university network computer applications using Windows, EPIC, Enterprise Imaging and Teams

Fast paced medical office environment.  Mon-Fri 7:30 am to 5 pm (hours may vary)

Ability to carry and lift up to 30 pounds. Ability to sit for long durations in front of a computer toggling between multiple programs.  Comfortable with children & interacting with parents.

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.