Maintain the front reception desk for the Department of Plastic and Reconstructive Surgery.  This position directly supports the practice by providing high quality customer service through prompt and professional communication on the phone and face-to-face, excellent problem solving skills and functioning as a team member to the other staff within our practice. The major responsibilities include, but are not limited to, checking patients in and out of the clinic, handling co pays, prepays and deposits, scheduling of follow up appointments, confirming appointments, processing fee tickets, maintaining a clean waiting room and providing customer service that meets OHSU standards.  Additional duties include answering incoming calls to the clinic phone line and scheduling appointments, taking messages, triaging/routing calls as appropriate and other duties as assigned by management.  This position is a key element in providing high level customer service to our patients. 

• Responsible for all processes involving checking in of patients prior to being seen by a clinical provider. This includes, but is not limited to, careful review of insurance and demographic information with each patient and recording changes within EPIC, verifying account status, authorization information and copay/prepay information with patient in EPIC, collects co-pays and payments, contacting managed care staff when discrepancies arise, notifying clinical staff when patients arrive, process check in paperwork in a timely fashion and makes it available to clinical staff as soon as it is complete, monitors how long patients are kept in waiting room and intervenes as necessary, as well as other responsibilities associated with efficient and effective checking in of patients.   
• Responsible for all processes involved in the checking out of patients after being seen by a clinical provider.  This includes, but is not limited to, scheduling return appointments, assisting in scheduling of ancillary tests as requested by providers, collect all fee tickets for each day, contact managed care staff when information is missing that is needed to process fee tickets, instruct patients on disability form process, and other responsibilities that may be associated with this position. Enters balances/copays paid into the database. 
• Assist in referral processing and scheduling.  This includes verifying insurance and eligibility, requesting MCC to initiate authorizations for outpatient visits, educating patients about pre pay amounts, monitoring provider schedules, scheduling appointments for new and return patients and other duties as assigned. Processing of faxes and incoming referrals to ensure they get scheduled with appropriate provider.
• Answering phones for the main clinic scheduling line.  Scheduling appointments, confirming calls, taking messages, triaging and routing calls as appropriate.
• All responsibilities must be carried out in an ethical and professional manner with a high level of attention to detail.  This position/employee should report potential compliance problems using the reporting processes as outlined in the Code of Conduct manual.  This position/employee should be a model of ethical and appropriate behavior for other departmental personnel and should exhibit professional standards, comply with OHSU policy and procedures and maintain personal integrity at all times.   Participation in compliance and procedural training programs is expected.  It is expected that this position/employee comply with the Code of Conduct, OHSU and departmental policies & procedures, applicable rules, regulations, etc.

• 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. 

• HS Diploma or advanced degree preferred.
• Excellent verbal and written communications skills.
• Strong customer service orientation. Demonstrated problem solving and negotiation skills in resolving patient concerns.
• Detail oriented; ability to prioritize and multi-task; excellent written and verbal communication, professional appearance.
• Strong computer skills, knowledge and experience.
• Must have a positive attitude and be a team player.
• Must have demonstrable customer service skills both over the phone and face to face.
• Must have excellent attendance.
• Must be detail oriented, highly accurate and able to multi-task in high volume situations.
• Regular and reliable attendance. 
• Basic computer experience with database knowledge.
• Knowledge of OHSU admission policies and PAS/authorization policies preferred.  Knowledge of PAS procedures and integrated care at OHSU preferred.

• Knowledge of Epic systems.

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  Knowledge of OHSU network systems, including Outlook  and Microsoft Office products

• Mon-Fri  8:30-5:00. CHH North. Ability to be flexible to cover hours of operation between 8:00am and 5:00pm.  Ability to tolerate a noisy, high volume in a shared office space.  Must comply with OHSU personal appearance policies.
• Significant use of computers, copiers, multi-line phones, and fax.  Must be able to deal with competing needs and priorities of internal and external customers.

We are Oregon's only public academic health center.

In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

All are welcome.

OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.

To request reasonable accommodation, contact askhr@ohsu.edu