Checking patients in/out:
Checks patients in by:
- Greeting patient and family/visitors
- Verifying demographic information
- Verifying insurance and guarantor information
- Verifying that EPIC and EPIC patient information match
- Verifies and assists with forms that need to be completed; financial and medical Screening patients (bed bugs, etc.)
- Checking-in using EPIC
- Notifies/Asks if patient can be seen if they are late for their appointment
- Asking for and collecting money (co-payments, pre-payments, patient payments on account) Balances money.
- Handing out forms that need to be completed (health history form, release of information, etc)
- Keeps patients informed on delays (reactive and proactive)
Checks patients out by:
- Greeting patients
- Checking out using EPIC
- Prints after visit summary (if not already done by care team) Schedules return appointments
- Accurately schedule appointments in EPIC for established and new patients.
- Appointment types include: follow-up, complete physical exams, well child checks, procedures, prenatal, new patients, etc.
- Accurately notes why the patient is coming in for a visit.
- Schedules interpreters when needed
- Gives appointment card reminder Thank patient for using Richmond and ask them to complete any surveys they receive. Reschedules appointments when the provider will not be in clinic (same day or in advance)
Cleaning/safety:
- Maintain a clean and orderly work space
- Clean the lobby and restrooms as needed when housekeeping is not in Notify the lead/manager when equipment is not functioning properly (take out of service)
- Notify lead/manager of safety concerns or biohazard issues
Customer Service -
- Provide high quality customer service to both external customers (patients, referring providers, clinics, insurance carriers) and internal customers (OHSU health care providers, staff) that exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face and telephone customer contact skills, crisis management, familiarity 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
- Obtains prior medical records and imaging studies if appropriate. Answer multi-line telephone, aid with clarifying orders, and notifying clinics of errors. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodate other special needs whenever possible. Mail information packets. Provide personal reminders to patients about upcoming appointments. Schedule patient appointments.
- Accurately assess what type of appointment is needed and with which breast specialist, and schedule correctly. Schedule all breast imaging appointments, including but not limited to mammography, ultrasound, MRI, and procedures. Prepare necessary paperwork and labels for both phlebotomy specimen collection and imaging exams. Verify orders using Epic.
- Obtain prior medical records and images if appropriate. Track requests for outside records to ensure receipt and processing prior to appointment. Arrange for digitizing of outside images (film and CD). Burn CD of images for patients or providers upon request. Return medical records and images as appropriate. Demonstrate ownership and authority for the tracking and maintenance of records.
Point of Service Operations -
- Greet patients and confirm that an appointment has been kept. Inspect insurance cards and/or authorization notices. Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures. Verify and update the common data set on-line. Monitor patients waiting for services and follow-up with staff and management as necessary regarding delays. Explain and satisfy any necessary patient signature requirements. Demonstrates ownership and authority for the patient experience while in the waiting room and on the phone.
Enrollment & Authorization -
- Gather and/or verify patient information including demographics, insurance coverage, and financial status. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Verify appropriate accounts are active and associated with services to be received. Confirm authorizations for imaging procedures and laboratory studies. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations until they are obtained.
Outpatient Clinic:
- Greet and check-in new patients to the practice providing a high level of customer service in preparation for the visit. This position will also check in / out established patients, make return appointments, answer incoming calls, provide high quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meet or exceeds the service standards of the health care industry. Obtain prior medical records and studies when appropriate. Enter all information accurately into OHSU databases or into the medical record when necessary. Answer all basic appointment questions. Determine and collect co- payments/cash handling. Applies problem solving and negotiating skills in resolving patient concerns. Provides high level of support to providers and patients.
Telecommunication:
- Answer incoming phone calls, verify account information including, but not limited to, demographics, insurance, and Primary Care Provider. Will schedule appointments including but not limited to new patient, ancillaries, procedure services, and follow-up appointments. Maintains current information on all managed care insurance plans and is up-to date with all insurance plan changes, utilizing information to efficiently and effectively obtain authorizations as appropriate. Solid understanding of ICD10/CPT coding requirements and issues.
- Responsible for keeping the schedule flowing smoothly and on time. Applies problem solving and negotiating skills in resolving patient concerns. Creates telephone and routes telephone encounters with accurate information for medical staff from patients or patient’s representative. Manages providders schedule and completes administrative work for team providers.
Enrollment & Eligibility:
- 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.
Point of Service Operations:
- Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements. Validates parking
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.
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.
Customer Service:
- Provides 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, 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.
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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.
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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.
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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.
- 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.
The School of Dentistry (SOD) Patient Access Service (PAS) Specialist provides courteous and comprehensive administrative support services for patients, students,faculty, staff, and visitors at the OHSU Dental Clinics in the School of Dentistry. These duties include but are not limited to answering phones, patient registration, insurance verification, collection of payments, balancing cash drawer, answering billing questions, and other administrative tasks as assigned that support all of OHSU Dental Clinics. The SOD PAS Specialist must be able to consistently perform all the functions of the job in order to maintain excellent and comprehensive service for all the patients, students, faculty and staff.
The SOD PAS Specialist works in a high public contact area dealing with patients and staff in a positive and consistent manner. Each employee must interact with the patients, some in acute dental pain, in a friendly, knowledgable, and appropriate manner.
The SOD PAS Specialist are responsible for knowing SOD clinic policies including but not limited to appointment scheduling, payments, and insurance, and must be able to communicate these policies with patients, students, facutly, and staff. Each OHSU Dental Clinic at the SOD may have different policies specific to their department, and the SOD PAS Specialist will be required to use their judgement to implement the appropriate policy or give information specific to each situation they encounter.
The SOD PAS Specialist may be deployed to different desks, floors, or work stations throughout each day to cover areas at peak times. The SOD PAS Specialist must be flexible and be able to complete work with considerable independence on a daily basis. The SOD PAS also provide support to the Russell Street Clinic and could be deployed to work at that clinic depending on business needs.
This position provides English to Spanish and Spanish to English language interpretation.
This is an In-person Position NOT available for remote work.
Customer Care:
- Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
- Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus.
- Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors.
- Determine customer needs proactively and direct inquires to appropriate resources.
- Provide crisis management and conflict resolution as issues arise whether internal or external.
Arrange Care:
- Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers.
- Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations.
- Mails information packets.
Enrollment & Financial Services:
- Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents.
- Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures.
- Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
- Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service.
- Complete insurance verification on each patient’s insurance 100% of the time.
- Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone.
- Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
- Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability.
Authorization & Registration Services:
- Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
- Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed.
- Activates direct admissions based on notification from unit at time of patient’s arrival.
- Ensures all required forms are completed for services and confirmation of payment sources.
Training:
- Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
- Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor
- Required to maintain Patient Access Services Individual Performance Standards.
Daily Office Tasks:
- Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership.
- Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.
- Provide coverage in other admitting areas and the Emergency Department when needed.
- Follow and complete daily task list as assigned by management.
This is an In-person Position NOT available for remote work.
Customer Care:
- Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
- Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus.
- Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors.
- Determine customer needs proactively and direct inquires to appropriate resources.
- Provide crisis management and conflict resolution as issues arise whether internal or external.
Arrange Care:
- Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers.
- Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations.
- Mails information packets.
Enrollment & Financial Services:
- Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents.
- Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures.
- Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
- Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service.
- Complete insurance verification on each patient’s insurance 100% of the time.
- Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone.
- Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
- Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability.
Authorization & Registration Services:
- Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
- Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed.
- Activates direct admissions based on notification from unit at time of patient’s arrival.
- Ensures all required forms are completed for services and confirmation of payment sources.
Training:
- Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
- Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor
- Required to maintain Patient Access Services Individual Performance Standards.
Daily Office Tasks:
- Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership.
- Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.
- Provide coverage in other admitting areas and the Emergency Department when needed.
- Follow and complete daily task list as assigned by management.
This is an In-person Position NOT available for remote work.
Customer Care:
- Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
- Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus.
- Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors.
- Determine customer needs proactively and direct inquires to appropriate resources.
- Provide crisis management and conflict resolution as issues arise whether internal or external.
Arrange Care:
- Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers.
- Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations.
- Mails information packets.
Enrollment & Financial Services:
- Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents.
- Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures.
- Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
- Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service.
- Complete insurance verification on each patient’s insurance 100% of the time.
- Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone.
- Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
- Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability.
Authorization & Registration Services:
- Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
- Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed.
- Activates direct admissions based on notification from unit at time of patient’s arrival.
- Ensures all required forms are completed for services and confirmation of payment sources.
Training:
- Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
- Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor
- Required to maintain Patient Access Services Individual Performance Standards.
Daily Office Tasks:
- Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership.
- Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.
- Provide coverage in other admitting areas and the Emergency Department when needed.
- Follow and complete daily task list as assigned by management.
This is an In-person Position NOT available for remote work.
Customer Care:
- Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
- Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus.
- Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors.
- Determine customer needs proactively and direct inquires to appropriate resources.
- Provide crisis management and conflict resolution as issues arise whether internal or external.
Arrange Care:
- Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers.
- Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations.
- Mails information packets.
Enrollment & Financial Services:
- Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents.
- Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures.
- Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
- Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service.
- Complete insurance verification on each patient’s insurance 100% of the time.
- Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone.
- Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
- Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability.
Authorization & Registration Services:
- Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
- Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed.
- Activates direct admissions based on notification from unit at time of patient’s arrival.
- Ensures all required forms are completed for services and confirmation of payment sources.
Training:
- Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.
- Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor
- Required to maintain Patient Access Services Individual Performance Standards.
Daily Office Tasks:
- Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership.
- Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.
- Provide coverage in other admitting areas and the Emergency Department when needed.
- Follow and complete daily task list as assigned by management.
Customer Service:
- Provide high quality customer service to all internal and external customers. This includes communicating accurately, openly, supportively, in a timely manner, and extending special attention and sensitivity to all patients, visitors, and fellow employees.
- Assist in maintaining an atmosphere of cooperation within the department, as well as with other departments and allied professionals.
- Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve inter-personal conflicts. Must demonstrate superior face to face customer contact skills, remain calm and resourceful during crisis management or other difficult situations, and manage standard complaint processing.
- Required to learn and maintain skill with available information technology, and remain current with changes to departmental procedures and new information. Provide flexible coverage of internal service needs, including work location and reporting time.
Registration Service:
- Gather and/or verify patient information including demographics, guarantor, emergency contacts, insurance coverage, and financial status. Verify patient eligibility for health care coverage and enter appropriate insurance plan information and codes. Enter all information accurately into OHSU databases.
- Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate. Complete reverification, udpates, and/or new patient registration from patient work queues, email, or inbasket as assigned. Required to maintain Registration Department individual performance standards: Production Standard: Individual standard of 60 registrations per day Error Rate Standard: Maintain an accuracy rate of 97% Talk Time Standard: Average time to complete a registration is 4.5 minutes or less.
Telecommunications:
- Utilize an Automated Call distributor (ACD) to answering incoming registration calls. Staff in and out of ACD and use not ready work as per department guidelines. Remain available to accept incoming calls at all times. Adhere to department schedule for break and lunch periods.
- Refer general information inquiries and urgent health concerns to the appropriate area. Answer and explain all registration questions asked by patients or other employees. Note that Registration Services participates in customer service evaluations via call monitoring and/or recording.
Customer Service - Provide high quality customer service to both external customers (patients, referring providers, insurance carriers) and internal customers (OHSU health care providers, 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, standard complaint processing, flexible coverage of internal and external service needs, and the continuous application of process improvement methods and skills. Document accurately telephone calls from patients regarding requests for medication refills, complaints, general information inquiries, and urgent health care concerns.
Schedule patient appointments– The PAS also work in the Call Center within the CWH. In the Call Center, the PAS answers the incoming phone calls. They are scheduling appointments, sending in-basket and Telephone encounters to Nurse and Providers via the Epic system. They also will arrange patient transportation through OHSU's VIP transportation systems when necessary and accommodate other special needs whenever possible (Language interpreters, Hearing impaired Interpreters, etc.). The PAS are also involved in obtaining prior medical records and images if appropriate. If needed, they follow-up and track requests for outside records.
Check patients in - When the patient arrives for their appointment, the PAS greets the patients and confirm that an appointment has been kept. They will inspect insurance cards and/or authorization notices. Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures. Explain and satisfy any necessary patient signature requirements .verifies the demographics, Insurance, and appointment time. The PAS will also have the patient sign needed paperwork, and check the patient into the Epic Cadence system. The PAS may need to talk with the patient about Research Studies happening in the CWH, among other general information the patient may need. The PAS is also communicating with the Clinical Staff so they can communicate if Providers are running late, or need something additional from the patient.