This position supports the Department of Dermatology by providing exceptional customer service through prompt and professional communication skills, exceptional phone service, and excellent problem solving skills. Responsible for front desk activities including but not limited to, confirmation of insurance information and demographics, scheduling follow up appointments, uploading faxes and medical records, scanning, parking validation, wayfinding. Calling out on epic messages to make follow up appointments and relaying provider messages. Monitor and maintain medical records for patients to be compliant with current polices, standards and procedures. The employee in this position promotes OHSU's mission statement by delivering high quality, cost effective, family-oriented service. This position helps to create a collaborative environment by integrating education, research, and clinical leadership. While the primary location for this role is based out of our Portland office at CHH1 this role may also require coverage in our satellite clinics in Lake Oswego or Hillsboro if staffing requires it.

• Provide high-quality customer service to both external customers (patient, referring providers and insurance carriers) 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, primarily as a phone operator and scheduler, facilitate with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. Gather and/or verify patient information including demographics, insurance coverage and financial status. Enter all information accurately into OHSU databases and scheduling system. Scheduling of Departmental and ancillary appointments per guidelines and protocol.
• Provide high-quality customer service to both external customers (patient, referring providers and insurance carriers) 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, primarily as a phone operator and scheduler, facilitate with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. Gather and/or verify patient information including demographics, insurance coverage and financial status. Enter all information accurately into OHSU databases and scheduling system. Scheduling of Departmental and ancillary appointments per guidelines and protocol.
• Triage and document accurately telephone calls from patient including requests for medication refills, complaints, general information inquiries and urgent health care concerns. Facilitate retrieval of required information and delivers such information or requests promptly per Departmental protocol.
• Successfully completes the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.

• 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. 

• High School Diploma or GED
• Working knowledge of medical terminology.
• Proficient in university network computer applications using Windows, Epic, and Microsoft Office.
• Demonstrate evidence of strong written and verbal communication skills.
• Ability to manage competing priorities; meet deadlines and urgent patient and system needs; and to work independently.
• Willingness to serve as a positive and professional role model.
• Must have demonstrable record of reliable attendance, punctuality and proven successful performance.
• Basic computer keyboarding skills including typing of 30-45 wpm.
• Strong relationship building skills with patients, health plans, providers, staff, management and co-workers.
• Exceptional customer service skills: both in-person and on the phone.
• Exceptional interpersonal skills: able to resolve conflicts and to problem solve between parties.   
• Demonstrate evidence of strong written and verbal communication skills
• •Ability to manage competing priorities; meet deadlines and urgent patient and system needs; and to work independently
• •Willingness to serve as a positive and professional role model
• •Record of reliable attendance, punctuality and proven successful performance
• •Basic computer keyboarding skills including typing of 30-45 wpm
• •Strong relationship building skills with patients, health plans, providers, staff, management and co-workers
• •Exceptional customer service skills: both in-person and on the phone
• •Exceptional interpersonal skills: able to resolve conflicts and to problem solve between parties
• •Intermediate skills with Microsoft Office Suite  

• Must be able to work in a high volume, high demand clinic setting.   Conditions include lots of sitting and headset usage when working with phones.  When working at the checkout or check in desks must have the ability to sit for several hours at a time.  Staffing may require you to help with coverage in our satellite locations in Lake Oswego or Hillsboro if coverage is needed. Work hours vary between 0700-1730 (8hr shifts).  Minimal contact with human tissues/fluids.    
• Ability to carry and lift up to 10-15 lbs.  Ability to sit for several hours at a time.  

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