The Patient Access Service Specialist is the first point of contact patients/families, the familiar voice for current patients/families and an appointment coordinator for the Pediatric Hematology/Oncology team. The work environment is a combination of call center, insurance hub, receptionist and scheduling coordination. This position involves serving on a rotating basis to assist with the check-in and checkout processes. This person gathers and records required information about patients; provides specific customer services which include screening for financial eligibility, confirming health insurance coverage and individuals obligations, obtaining necessary authorizations for care, scheduling appointments, and assisting patients in an office or clinic setting.This position requires out of the box thinking, strong ability to multi-task and above all else, exceptional customer service skills.
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..
Telecommunications : Answers telephone and triages calls to determine urgency; transfers and/or leaves messages for triage MA/RN staff (including voice mail) and follows-up on telephone inquiries; directs callers to other faculty, staff or departments when appropriate. 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. Faxes: Receives reviews and distributes all facsimile communication. Ensures that urgent requests or faxes with reply deadlines are brought to the immediate attention of the faculty or staff member to whom the fax was sent.
Medical Records Requests :
Obtains prior medical records and studies if appropriate;
Organizes records prior to uploading them into the patient electronic health record so that they are easy to access/follow
Requests and then ensures that all diagnostic studies are available for viewing prior to the patients appointment in the clinic or infusion center.
Arranged Care : Schedules patient appointments; obtains prior medical records and studies if appropriate; 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 when necessary; enters all information accurately into OHSU databases or into the medical record when necessary; follows up on pending authorizations until they are obtained; mails information packets; reminds patients when follow up appointments are due; obtains and prepares OHSU medical records before scheduled appointments.
Managed Care Coordination : Basic knowledge of insurance plans as they relate to OHSU. Responsible for staying up-to-date about insurances not contracted with OHSU; connects patients with the Financial Discount plan as needed/when appropriate; understands the necessary turn around time for getting authorizations as it pertains to scheduling appointments.
Receptionist in Clinic & Infusion Center : Responsible for accurately checking patients in, verifying demographics and referring providers, alerting back office staff of patient arrivals, collecting copays and deposits and ensuring that patients complete all necessary paperwork. Also responsible for checking patients out, scheduling and rescheduling follow up appointments, connecting patients with other departments for diagnostic studies, setting recall plans for follow up and ensuring that all patients have been fully checked out by the end of the day.
Six months of work experience in a medical office setting, including high volume direct patient contact OR one year of work experience in a high volume direct public contact position
Basic computer keyboarding skills including typing of 30 - 45 wpm.
Must be able to perform the essential functions of the position with or without accommodation
2-year associates degree in business or medical practice experience
Previous experience in Hematology/Oncology medical office setting, experience with high volume multi-line phones
Excellent telephone, customer service, prioritizing and problem solving skills, and an organized employee who is able to multi-task in a busy office environment. Demonstrated effectiveness in confrontational customer interactions.
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 email@example.com.
As the state's only health and research university, OHSU brings together patient care, research, education of the next generation of health care providers and scientists and community service to improve the health and well-being of all Oregonians.The university is a conduit for learning for more than 2,800 students, providing training to interns, residents and fellows in postgraduate medical and research. It is the only place in Oregon that grants doctoral degrees in medicine, dentistry and nursing. OHSU cares for more than 251,000 patients each year from around the region and takes a leadership role in contributing to solutions involving the health of the state and the nation, such as health care access and transparency, ethics and workforce shortage. Beyond providing critical health care services, quality education and cutting-edge research, OHSU also is a key economic and social force in the Northwest. With an annual operating budget of $2.06 billion and more than 14,000 employees, OHSU is Portland?s largest employer. Its size contributes to its ability to provide... many services and community support activities not found anywhere else in Oregon. For more information visit http://www.ohsu.edu/xd/about/index.cfm