Managed Care Coordination

• Maintains current information on managed care insurance plans and serves as a liaison and information resources for physicians, nursing support staff, and coworkers, referring physician offices, OHSU Health Plan Office, patients, and insurance companies on authorization requirements per diagnosis and service. Serves as service area expert on coding requirements and issues.
• Obtains managed care authorizations for all consultations, procedures, office visits, and care arrangements by scheduling appointments and contacting other ancillary and clinical services as needed, while considering fiscal impact.
• Applies problem solving and negotiating skills in resolving patient concerns and managed care related problems.

Arranged Care

• Schedules new patient appointments. Obtains prior medical records and studies if appropriate. Creates 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.

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.

Referral Coordination

• Maintain and track incoming post-transplant patient referrals. Process referral according to OHSU standards. Applies problem solving and negotiating skills in resolving patient concerns and referral related problems.

Other Duties as Assigned

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.
• Must be able to perform the essential functions of the position with or without accommodation

• Prefer BS or BA in any area.
• Cardiology and/or organ transplant medical office experience.
• Knowledge of OHSU system software including EPIC, Phoenix, and electronic eligibility systems
• Medical protocol processing experience.
• Laboratory data entry experience.
• Advanced EMR management.
• Advanced computer keyboarding skills.
• Epic Referrals & Cadence.