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.  Training and Competency: Successfully complete 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.    Clinical Service Resource: Shares PAS expertise and disseminates information to other PAS personnel. Serves as an expert user of PAS systems software including RSS, Order Entry, LCR, EAD, and the Minimal and Common Data Sets. Maintains working knowledge of diagnostic and procedural coding appropriate for the service area. Maintains PAS Specialist skills in the areas of enrollment and authorization, arranged care, point-of-service operations, integrated care, and telecommunications. Provides direct customer service in a PAS Specialist role for a minimum of three half-days per quarter in different administrative clusters. May be required to fill as needed for any subordinate PAS position within the service area. When necessary, communicates directly with patients or other customers who have encountered difficulty accessing health care at OHSU.   Personnel Coordination: Assists the employment supervisor with interviewing and hiring PAS Specialists and PAS Resource Specialists. Orients new employees and makes arrangements for training. Monitors for timely completion of training requirements and demonstration of core competencies. May be required to assign and approve PAS-related work. Investigates PAS-related performance problems, and prepares the standard PAS accountability documents up to and including removal of PAS system access. Works conjointly with the employment supervisor to counsel employees, develops work plans, and, when requested, provides supervisor with input regarding progressive discipline. Prepares PAS Performance Assessments, and provides this documentation to PAS Central and to the employment supervisor. Communicates performance expectations and PAS policies and procedures. Assists employees with problem identification and resolution. May be required to coordinate PAS personnel work schedules (including teleworking plans) and time-away, and to arrange coverage for absent PAS personnel when necessary.    Clinical Operations Monitoring: Investigates clinic scheduling errors, patient volume and flow, missed appointments and rescheduling, providers’ time utilization and phone service metrics; recommends operational changes as needed. Investigates claim denials, particularly for evidence of PAS non-compliance; communicate findings to appropriate PAS personnel and providers. Reviews cash-collected statistics with anticipated collections data, and investigate discrepancies. Investigates patient and provider complaints, and develops appropriate corrective action plans. Maintains accurate provider templates and listings of available clinical services for the cluster.  Oversees opening and closing clinic standard work and procedures.  Works closely with clinic manager and division managers to ensure the clinic operations functioning throughout the day.  Administrative Operations. When requested, assists in the preparation of revenue and expense budgets for the service-based PAS cluster. Reconciles and deposits funds collected by PAS personnel. Troubleshoots equipment problems and initiates new equipment requests.  May be required to maintain equipment and space inventories. Maintain appropriate work flow, procedures and equipment for teleworking PAS staff.  Serves as an ITG Network Contact and telecommunications phone counselor for the PAS cluster. May be required to serve as a TACs timekeeper. Participates in PAS CQI activities. 

Radiologist support/Arranged Care - Assisting in provider communications, looking up studies in a variety of computer systems, assist referring physicians with radiologist coverage, assisting radiologists with outgoing phone calls to referring physicians. Assisting radiologist in getting referring physicians on line to report critical findings, assisting radiologists with getting outside images into EI, filling out CD upload form, tracking image status informing radiologist when in EI. Answer multi-line telephone, aids with clarifying orders, and notifying clinics of errors. Answering phone calls, looking up studies in a variety of computer systems, assist referring physicians with radiologist coverage. Scheduling Support for the Breast Center - Receives and distributes incoming mail and faxes to appropriate people - Routinely addresses physician and technical staff needs for clerical support in a courteous and expeditious manner. - Uses Radiology Information System and Hospital EMR (EPIC,) to maintain, enter, and retrieve patient information and medical records for appropriate uses. - Facilitates communication between all disciplines including contacting facilities requesting images and reports. - Print daily reports and sort for mailing and update Epic as needed - Print Daily Recall Letter and verify address. Edit in MRS as needed - Print out Short Term Recall Letters and verify address, if orders were placed. If not help contact referring for orders. - Outside Comparison Images; Contact facilities document and track encounters. Once images received in PACs transmit images to Radiologists reading station and add information into MRS. - Move between departments as needed for document and image pick up or drop off. Imaging Scheduling - Schedules multifaceted patient appointments on line, and manually if necessary, in all modalities of Diagnostic Imaging Services. Maintains current information regarding schedules for resources and providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician and clinics all information necessary order information to schedule a scan (including ICD10 codes, diagnosis, equipment needs, etc.). Facilitates care arrangements by scheduling PCU time, preops, PNC clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other imaging related problems.

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.

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 meet or exceed the service standards of the health care industry. This duty includes prompt and professional communication efforts, crisis management, standard complaint processing, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. Patient Access: Coordinate and schedule patient care appointments and managed care as directed by physician and/or nurse staff; Serves as a liaison and information resource for physicians, and nursing support staff; Return phone messages; Prepare and mail new patient information packets; Direct patients to appropriate providers for other health care issues; Complete and route direct referrals to other clinical services; Enter patient information accurately into OHSU databases and /or into the medical record when necessary.  Proper use of OHSU forms and documentation required for all patients.  Gather and/or verify patient information including demographics, insurance coverage, and financial status in accordance with OHSU and OHSUMG best practices. Confirm patient eligibility for health care coverage and clarify any managed care arrangements.  Initiates authorization requests for subsequent care. Enter all information accurately into OHSU databases and /or into the medical record when necessary.  Documents in EMR as trained by OHSU EPIC policy and procedures. Has understanding and knowledge on how to create referrals and appointment requests for all patients referred to DHC.  Has knowledge on how to schedule ancillary studies and referrals to other practices within OHSU Health Care system. Applies problem solving and negotiating skills in resolving patient concerns and problems. Follow up on pending authorizations until they are obtained.     Telecommunications: Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, voicemails and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees. Other administrative duties as assigned. Answer all calls directed to the DHC. Schedule basic patient appointments over the phone. Process calls in a timely, polite, and professional manner. Follow DHC standard work to connect new patients to the appropriate scheduling teams. Supports C3 with call overflow and patient needs more appropriate for clinic staff to address.    File Uploading and Document Scanning: Use Media Manager software in Epic to upload documents into patient’s charts for current medical care or referral purposes.  Requires an extremely high level of attention to detail ensuring the correct records go into the patients chart. Maintain scanning through put in the Digestive Health Center; high volume of records processed daily to maintain accurate data in patients EMR.  Administrative/Integrated Care Duties: Provide administrative support to DHC Clinic Management. Order supplies, place computer access requests, arrange meetings, other duties as assigned. Continued Professional Development: Participate in appropriate educational activities that enhance general knowledge or ability to do assigned work; Attend staff meetings and other informational sessions; Read vendor documentation, trade publications, or other appropriate publications; interact with peers and other employees to receive and disseminate information.   Teamwork and Collaboration: Participates with team members in daily huddle discussing daily work for the team to align with OHSU service standards. Must have strong communication, listening skills and awareness of self.

- 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.

- 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.  

Point of Service Operations: - Greet and check-in patients to the practice providing a high level of customer service in preparation for the visit. This position will also make appointments check patients out, 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.  Telecommunications: - Answer incoming phone calls, verify account information including, but not limited to, demographics, insurance, and Primary Care Provider. Will schedule 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 providers 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.

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. Telecommunucation:  - 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 providers 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. - Performs other administrative duties and/or projects as requested by providers, managers, and supervisors. - Offers MyChart access.

The Patient Access Service Specialist (PAS) is the first point of contact in person and via phone for the Department of Neurology. The PAS provides high quality customer service to both internal and external customers. The work environment is both on campus and remote work supporting a call center and front office duties. This position involves serving on a rotational basis to assist with the front office check-in and check-out desk. PAS tasks include but are not limited to gathering and recording required information about patients, provide specific customer service including screening for financial eligibility, confirming health insurance coverage and individuals’ obligations, obtaining necessary authorizations for care, scheduling appointments, answering a high volume incoming phone line, taking detailed messages including refill requests and routing to the appropriate person, and assisting patients in an office or clinic setting. This position requires an attention to detail, strong ability to multi-task and exceptional customer service skills.   ***Please include a cover letter with your application.  

- 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. - 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 providers 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.  - Performs other administrative duties and/or projects as requested by providers, managers, and supervisors.

Surgery Scheduler Maintains current information regarding surgery schedules for service site providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician all information necessary to schedule a surgery (including ICD9 codes, equipment needs, etc.). Maintains surgery information to OR as soon as received. Starts insurance process and obtains authorizations. Facilitates care arrangements by scheduling preops, PAT clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.    Telecommunications Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees.    Arranged Care Schedules new patient appointments on line, and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical records 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.    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.    Administrative Support for Assigned Surgeon – scheduling meetings, managing calendar, legal correspondence, appeal letters, coordinating travel, projects, and other duties as assigned. 

General work hours are Monday through Friday, 0800 – 1700.  Position location will be in SE Portland East Portland Clinic.  Weekend and evening work may be required.  Employee will need to flex hours as needed to achieve required outcomes of position. - Clinical Practice Management: - Develops, maintains, and implements practice policies and procedures. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment.  Provides leadership on development and implementation of standards of practice. - Leads and participates on committees. Ensures practice compliance with regulatory requirements. - Oversees inventory of all supplies and equipment. - Serves as liaison in coordination of support services for practice operations. - Leads and/or assists with implementation of grants and projects. - Demonstrates knowledge of standards developed by organizations monitoring patient care including, but not limited to DNV and CLIA. In conjunction with clinical staff, coordinates patient flow. - Monitors patient outcomes, especially patient experience, as well as quality metrics in general. Actively shares results with staff and develops appropriate action plans for improvement. Ensures that patient education materials are available and current. - Assists in planning and scheduling patient education classes and related services. - Personnel Management: - Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with Medical Director regarding faculty and resident issues.    - Directs the work and supervises the Front Office Supervisor and the Back Office Supervisor. Indirectly supervises front office staff and back office staff. - Monitors direct patient care to ensure appropriate use of all front and back office staff. Monitors staff adherence to policies/procedures and to maintenance of standards of care. Plans, assigns and approves work. - Ensures assigned staff adequately meet workload requirements. Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances. Conducts staff meetings. Recommends salary adjustments. - Identifies training and development needs of staff and coordinates inservices to meet staff needs. Orients new staff and coordinates training. - Monitors staff time and attendance Oversees patient complaints and monitors customer service delivery. Makes periodic reports to the Richmond Board of Directors and the Board's Quality Committee regarding the patterns of complaints and our responses to them - Administrative Functions: An active key member of the Leadership Team: - Leads in setting and achieving goals and objectives for the practice and provide direction and guidance for other clinic managers and supervisors. - Actively participates in drafting the annual budget. - Demonstrates knowledge of capital purchases, payroll and billing processes.  Keeps abreast of all expenditures, revenues, workloads and general clinic - Works with CFO to create and meet budget expectations. - Assists with QI planning and implementation, particularly with Lean projects. - Leads and assists with development of new programs; implement security protocols and Patient Experience interventions   - Key Deliverables of the role: - Focus on growing visit volume while maintaining balanced budget. Patient experience scores, clinical compliance, high functioning staff, efficient patient flow/clinical operations - Participates in oversight of grant proposals, quality assurance and data reporting to ensure benchmarks and deadlines are met - FQHC (Federally Qualified Health Center) – Knows and understands complience for all FQHC requirements, actively participates with the community, safetynet community, organizations and others around underserved patient population issues and initiatives. Ensures that all compliance related reports and forms are submitted on time - example: cost reports, AMP reports, grant reports and others Job titles of employees supervised: Clinical Operations Supervisor, Admin Coordinator, Eligibility Specialist, Care Coordinator. Indirect Reports: PAS Specialist, PAS Resource, MA’s, This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions.  It requires dealing with frequent interruptions within the work group.  Some travel is required. Requires effective collaborative working relationships with Executive Director, Medical Director, Quality Manager, Chief Financial Officer, OHSU VP of Ambulatory and others.

- Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Confirms patient eligibility for healthcare coverage and clarifies any managed care arrangements. Obtains authorizations for clinical care, procedures and laboratory studies. Enters all information accurately into OHSU database or into the medical record when necessary. Follows up on pending authorizations until they are obtained. - Provides high quality customer service to both external customers and internal customers that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, exemplary phone etiquette, flexible coverage of internal service needs, and continuous follow through. - Is responsible for all processes involved in checking patients in and out. Responsible for but not limited to scheduling return appointments, scheduling ancillary services as requested by the provider, obtain authorization when necessary. Directs patients to appropriate providers for other health care issues. Completes and routes direct referrals to other clinical services. Contact Primary Care physicians or their designees to obtain authorizations for care as required. Is responsible for managing all of the provider’s template changes, vacations and clinic schedules.  - Takes accurate messages from patients including request for medication refills, complaints, general information inquiries, and urgent healthcare concerns. Delivers such information or requests promptly to the appropriate providers, Nurse Care Manager or their designees. - Schedules new and return patient appointments on line. - Handles correspondence, orders hospital records and x rays; handles correspondence requests; sends appointment reminders or calls patients.

Customer service excellence and Telecommunications - At all times must exemplify high quality customer service to both external customers as well as internal customers that meets or exceeds the service standards as set by OHSU. This includes communications with patients, referring providers, insurance carriers, and OHSU staff. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, high-level conflict resolution and response to customer concerns, flexible coverage of internal service needs, continuous application of process improvement methods and skills. - This position will receive incoming phone calls via the Automated Call Distributor (ACD) and will document accurately telephone communications into Epic using Standard Work. Consistently answer telephones in a timely manner and within defined standards. - This position will proactively perform outbound call work to patients to communicate status of their insurance coverage, explaining any insurance complications for scheduled appointments, and document into Epic. Benefits and Authorizations, Managed Care coordination, Surgery Scheduler, Scheduling - Gathers and verifies patient information including demographics and insurance coverage. Confirms patient eligibility for health care coverage. Obtains authorizations for clinical care, procedures, and surgical cases. Accurately documents each step of workflow into Epic following Standard Work. Follows up on pending authorizations until they are obtained. Communicates with patients and providers the status of pending authorizations or other insurance coverage concerns. - Schedules patients for appointment as needed in order to coordinate care or to ensure authorization can be obtained for services. - Maintains current information on managed care insurance plans and serves as an information resource to providers and CPC staff. - Ensures check-in staff have all information and documents in place for a smooth, efficient, and complete check-in process. This includes, but is not limited to, careful review of insurance and demographic information with each patient and verifying insurance benefits, obtaining authorization, indicating information on copays, deposits, estimates, forms such as ABNs, NCCFs, OHP waivers. Clarifies questions from Scheduling staff regarding insurance coverage for scheduling. Communicates with patients and check-in/scheduling staff (Comprehensive Pain Center, ENT, and Beaverton CCI) when questions or discrepancies arise. Communicates with providers if there are concerns about coverage for requested services or orders. - Obtains authorization for CPC surgical cases, and schedules surgical cases. Coordinates visits needed prior to surgery and post-surgery including scheduling preops, PMC clinic, ancillary services, and post-op appointments as needed. Applies problem solving skills in resolving provider and patient concerns related to surgical cases. Integrated Care, Communication, Workqueues, Information Resource - Process all Managed Care work queues for obtaining authorizations for procedures (Surgery WQ), diagnostic testing (Diagnostic WQ), outgoing referrals (From my Practice WQ), patient estimates and notification of service pricing (No Surprise Billing WQs), and other workqueues as needed, while assessing the patient’s needs based on diagnosis, insurance coverage and medical records. - Maintains up to date and current on information on managed care insurance plans, and serves as a liaison and information resource for clinical staff, colleagues and insurance companies regarding insurance coverage and processes. Applies problem solving skills in working with insurance companies, FPP and Hospital Financial Services in resolving patient concerns and billing related problems. Responds to patient, staff and provider questions regarding insurance coverage. - Will monitor and respond to inbasket messages, emails, and faxes following Standard Work and within timeframes consistent with performance metrics. - Will monitor inquiries and communications with colleagues and providers using messaging platforms such as Microsoft Teams, responding withing reasonable timeframes and customer services expectations. Other duties as assigned

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 requires the employee to be Bilingual to provide language interpretation to patients.

Arranged Care: - Coordinate high volume of complicated patient care appointments, procedures, and infusion treatments as directed by physician and/or nurse staff; Uses EMR and other systems as needed for scheduling. Creates a medical record if needed. Provides personal reminders to patients about upcoming appointments. Serves as a liaison and information resource for physicians, and nursing support staff; Return patients messages (phone and/or electronic); Prepare and mail patient information packets; Direct patients to appropriate providers for other health care issues; Complete and route direct referrals to other clinical services; Enter patient information accurately into the electronic medical record when necessary. Maintains a service-based working knowledge of oncology practice. Obtains prior medical records and studies if appropriate. Arranges for wheelchairs, interpreters, or other assistive devices as necessary to support safe, high-quality care. Other duties as assigned. 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. Telecommunications: - Takes incoming/inbound calls and/or makes outgoing/outbound calls from/to patients, referring providers, or other stakeholders; Connects callers with the appropriate individual(s) to address their questions and/or progress their care; Create EMR telephone encounters that include accurate documentation of requests, such as medication refills, complaints, general inquiries or urgent health care concerns; Direct calls/messages to the appropriate staff for patient care /needs assessment; Process calls (answering, screening, routing, paging etc.) in a timely, polite, professional manner; Delivers information or requests promptly to the appropriate providers or their designees. - Transfer calls as needed and engage nursing, physician, APP, or other care team personnel per circumstance; Provide information to callers, including directions, addresses and hours of operation; Use schedules and departmental procedures to locate appropriate on-call person for internal and external callers; Understand and process calls per departmental policy for each encounter type (i.e. refill, telephone, documentation, etc.)  Customer Service / Point of Service Operations: - 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 meet or exceed the service standards of the health care industry. This duty includes prompt and professional communication efforts, exemplary phone etiquette, face-to-face customer contact skills, high emotional intelligence including during stressful situations, utilization of available information technology, consistently following standard work, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. - Greets patients and, where appropriate, checks them in prior to being seen by clinical staff. Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Checks patient account numbers and corrects any problems, seeking advice from Central Registration as required. Ensures that all appointment comment information is accurate and complete. Enters all information accurately into OHSU databases or into the medical record when necessary. Inspects insurance cards and/or authorization notices. Explains and satisfies any necessary patient signature requirements (including non-covered service forms). - Identifies and collects co-payments, provides receipts, and completes necessary accounting procedures as needed. Notifies clinical staff when patients arrive, monitors the length of patient wait times and intervene as necessary. Distributes medication lists to patients and prepares other duties associated to clinic as needed. Validates parking as needed.

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 meet or exceed 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.   Surgery Scheduling: Schedule new surgical and clinical appointment via EPIC Cadence. Arrange wheelchairs, interpreters, and transportation when necessary and accommodates other special needs whenever possible. Prepares and mails information packets to patients. Notify patients of appointments via telephone and mail. Make confirmation calls and send out appointment reminders. Make special arrangements with families for teleconferences as needed. Secures pertinent outside medical records prior to appointments including hard copies of appropriate diagnostics. Schedule diagnostic studies to be done at facilities inside and outside of OHSU. Arrange for transfers of patients from outside hospitals via the transfer center, per surgeon instructions. Develop and maintain working relationships with the referring physician and their staff to insure a smooth referral process. Participate in meetings and committees as requested to improve patient care processes and procedures.   Managed Care: Gather/Verify patient and guarantor information including demographics, insurance coverage, and financial status; confirm patient eligibility and benefits for health care coverage directly with the carrier via electronic database, phone, fax or email; clarify any managed care arrangements; obtain authorizations for clinical care, surgeries, procedures and laboratory studies. Enter all authorizations, referral and benefit information accurately into EPIC Cadence and EARL. Follows up on pending authorizations until they are obtained. Works with manager to resolve any denials related to authorization/enrollment issues in a timely manner.   Follow up on referrals for future appointments. Attend monthly managed care meetings and share information with staff. Serve as liaison and information resource for physicians, nursing support, coworkers, referring physicians, etc. on insurance authorization requirements. Determine appropriate TOS payment amounts (including co-pays, co-insurance, deductibles, deposits, prepayments, etc.) and arrange for their collection at the time of service. Arrange for T&C forms, NCCF, etc. to be completed by patient and submit as appropriate. Apply problem solving skills and negotiation skills in resolving patient concerns and managed care related problems. Follow up on UMG denials as requested by manager. Perform other miscellaneous tasks relating to the managed care processes at OHSU.   Process Incoming referrals: Process all incoming referrals both internal and external using the department of Urology’s Referral Matrix. Gather all pertinent medical records for consultation. Direct referrals to medical personnel on medical review and scheduling recommendations. Communicate with referring providers on authorization and other arrangement that need to be made in order consult with the patient. Telecommunications: Triage incoming calls and route callers to appropriate provider, staff or resource; accurately document and relay any messages; process any requests for medication refills as directed by provider; direct calls of complaint, requests for information, urgent health care concerns and general inquiries to the appropriate source.   Other Duties As Assigned.

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

Managed Care Coordination - Maintains current information on managed care insurance plans and serves as a liaison and information resources for physicians, nursing support staff, PAS specialists, referring physician offices, patients, Hospital Operations Support and others on authorization requirements; serves as a service area resource ICD9 coding requirements; obtains managed care authorizations for consultations, procedures, office visits, care arrangements, and contact other ancillary and clinical services as needed; problem solves and negotiates skills in resolving patient concerns and managed care related problems. Radiology/Surgery Scheduling - Schedules multifaceted patient appointments on line, and manually if necessary in all modalities of Diagnostic Imaging Services. Maintains current information regarding schedules for resources and providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician and clinics all information necessary order information to schedule a scan (including ICD9 codes, diagnosis, equipment needs, etc.). Facilitates care arrangements by scheduling IRU time, preops, PAT clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other imaging related problems. 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 exceed 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.  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. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations until they are obtained.

Managed Care Coordination: - Maintains current information on managed care insurance plans and serves as a liaison and information resources for physicians, nursing support staff, PAS specialists, referring physician offices, patients, Hospital Operations Support and others on authorization requirements; serves as a service area resource ICD9 coding requirements; obtains managed care authorizations for consultations, procedures, office visits, care arrangements, and contact other ancillary and clinical services as needed; problem solves and negotiates skills in resolving patient concerns and managed care related problems. Radiology/Surgery Scheduling: - Schedules multifaceted patient appointments on line, and manually if necessary in all modalities of Diagnostic Imaging Services. Maintains current information regarding schedules for resources and providers. Serves as liaison and information resource for physicians, nursing  support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician and clinics all information necessary order information to schedule a scan (including ICD9 codes, diagnosis, equipment needs, etc.). Facilitates care arrangements by scheduling IRU time, preops, PAT clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other imaging related problems. 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 exceed 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. 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. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations until they are obtained.