Key Responsibilities & Performance Standards

• 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.
• 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
• 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.
• Other duties as assigned

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.

• High School Diploma/GED
• Excellent customer service skills, both over the phone and face-to-face.
• Must have proven record of reliable attendance, punctuality, and proven successful performance at past and present employers.
• 1 year of combined high volume phone line and front-line experience in a medical office with direct patient contact.
• 1 year of EPIC scheduling experience.
• Proficiency with Microsoft Office products: Word, Excel, Outlook.
• Basic keyboarding skills
• Proficient in OHSU network computer applications: Teams, EPIC, Smartsheets.
• Working knowledge of Medical Terminology.
• Strong relationship building skills, with patients, health plans, providers, staff and management.
• Patient advocacy skills.
• Knowledge of OHSU PAS policies and procedures, with completed PAS training and core competencies, and with Previous PAS experience.