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 financial eligibility, confirming health insurance coverage and obligations, obtaining necessary authorizations for care, scheduling appointments and assisting patients in the office or clinical 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. Provides 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:Providing coverage for both the front desk and check out desks in the Urology clinic. Performing clinic check in and check out procedures; collection of patient payments (copays, prepays and payments on account); obtaining patient signatures on necessary forms; verifying demographic and guarantor information and providing excellent customer service through face-to-face contact with patients and internal OHSU customers.  
• Telecommunications: Providing telephone reception for the Department of Urology and its Faculty.  Providing excellent customer service in a prompt, professional and courteous manner.  Appropriate triage/direction of incoming calls.  Providing excellent oral and written communication with the ability to paraphrase accurately and take clear and concise messages. Completion of clinic confirmation calls.
• Enrollment & Authorization. Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Confirms patient eligibility for health care coverage and clarifies any managed care arrangements. Obtains authorizations for clinical care, procedures, and laboratory studies. Enters all information accurately into OHSU databases or into the medical record when necessary. Follows up on pending authorizations until they are obtained. This includes EPIC Cadence work lists-reschedules and schedulable orders and recall lists
• 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 

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note:  Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.  Contact Compensation for confirmation of eligibility. 

• Experience with OHSU systems
• Experience with electronic appointment scheduling
• Managed care experience a plus

During clinic hours, Monday through Friday, 40 hours/week.  Hours between 7:00am - 5:30pm

Ability sit in front of computer screen for up to 8 hours a day; use telephone on a continuous basis; ability to traverse the distances between buildings on campus as required.  Ability to lift 25 to 30 pound

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.