Oregon Health & Science University Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu. C3 Patient Access Resource Specialist US--Telecommuting Job ID: 2024-31394 Type: Regular Full-Time # of Openings: 1 Category: Hospital/Clinic Support Telecommuting Overview
Customer Service
Deliver exceptional customer service to external customers (patients, families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).
Meet or exceed service standards of the healthcare industry.
Communicate promptly and professionally.
Demonstrate patient-centered customer service skills.
Handle crisis situations effectively.
Utilize available information technology efficiently.
Process complaints following standard procedures.
Provide flexible coverage for internal service needs.
Apply continuous process improvement methods and skills.
Multi-Specialty Call Processing & Scheduling
Answer incoming calls and handle various inquiries related to scheduling, general information, referral status, and care-related matters.
Transfer calls to Nurse Triage when necessary, following established guidelines.
Schedule and manage patient access to clinical services in the Connected Care Center.
Record accurate and detailed information in the electronic medical record (EMR) for telephone encounters, including medication refill requests, complaints, general inquiries, and urgent healthcare concerns.
Assess and direct calls to the appropriate staff for patient care and needs.
Process calls promptly, professionally, and courteously.
Provide callers with relevant information, such as directions, addresses, and operating hours.
Utilize schedules and departmental procedures to connect callers with the appropriate on-call personnel.
Follow departmental policies for different types of encounters (e.g., refills, telephone consultations, documentation).
Schedule patient appointments for Connected Care Center clinical services through various sources, including inbound calls, workqueues, clinical service requests, etc.
Act as a liaison and information resource for physicians and nursing support staff.
Return phone messages and send out new patient information packets via mail.
Direct patients to the appropriate clinicians for healthcare issues.
Process and route direct referrals to other clinical services.
Accurately enter patient information into the Epic system.
Utilize proper OHSU forms and documentation for all patients.
Collaborate with providers to maintain up-to-date clinic templates and block schedules in Epic.
Assist with scheduling surgical services as needed.
Registration, Managed Care, Financial Clearance
Ensure administrative and financial preparation of patients prior to their visit by following registration workflows. Gather and verify patient information, including demographics, insurance coverage, and financial status.
Pre-register patients with accurate demographic data, including race, ethnicity, language, and disability information.
Conduct financial screening using the Experian tool to determine patient eligibility for financial assistance programs.
Transfer patients to the appropriate department to address their financial concerns.
Confirm patient eligibility for healthcare coverage and clarify managed care arrangements.
Enter all information accurately into Epic EMR.
Set up reservations and admissions for elective inpatient and day patient procedures.
Obtain managed care authorizations for consultations, procedures, office visits, and care arrangements when needed. Follow up on pending authorizations until they are obtained.
Stay updated on managed care insurance plans and serve as a resource for physicians, nursing support staff, and colleagues.
Provide information on authorization requirements per diagnosis and service to referring physician offices, OHSU Health Plan Office, patients, and insurance companies.
Maintain proficiency in ICD-10 requirements.
Schedule appointments and coordinate with other ancillary and clinical services as necessary.
Resolve patient concerns and managed care-related problems using problem-solving and negotiation skills.
Create medical record if not already available.
Visit Preparation & Integrated Care
Prepare for patient visits by reviewing established visit preparation items and documenting their completion while speaking with the patient.
Contact referring providers to obtain any necessary items that have not been obtained.
Record, track, and verify referrals and authorizations for outpatient clinic and lab visits when required.
Schedule patient appointments and accommodate walk-ins as needed.
Obtain prior medical records and studies when necessary.
Arrange for stretchers, wheelchairs, interpreters, and other special accommodations as needed.
Send out information packets to patients.
Provide personal reminders to patients about upcoming appointments.
Prepare patient for virtual visits as needed
Responsibilities
One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and may require experience obtaining managed care authorizations. OR
One and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting.
The candidate must have a thorough knowledge of PAS policies and procedures.
Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.
Knowledge and Skills Required:
Basic computer skills including word processing.
Windows applications, on-line scheduling, and a preference for data-base skills.
Excellent verbal and written communications skills.
Strong customer service orientation.
Demonstrated effectiveness in confrontational customer interactions.
Qualifications
Highschool Diploma
Advanced Degree
Experience working with an electronic health record.
Two plus (2+) years patient scheduling experience.
Two plus (2+) years experience working in healthcare, preferably Urology, Neurology, Neurosurgery, GI, or Imaging.