Key Responsibilities & Performance Standards

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)
• *= as needed when registration coordinator is not available.

Answer phone calls:

• Log in as an agent within 5 minutes of clocking in
• Answers phone calls; greets, answers questions, take message
• Schedules 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
• Warm transfers as appropriate
• Takes messages via EPIC in-basket and accurately routes messages
• Uses Aux codes and after call work appropriately
• Answers calls in succession while primary phone duty
• Answers calls when the queues light blinks or when not assisting a patient while assigned to; check in/out or other front office position.

Back-up duties: Perform back up 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.

• Associates or Bachelor’s degree in business or other health care related field.
• Previous family practice experience
• Previous experience working in a low-income clinic (Federally qualified health center or rural health center)
• Previous experience with culturally diverse patients
• -Excellent verbal and written communication skills (over the phone, e-mail and in person)
• Accurate message taking
• Strong customer service skills
• Ability to work as part of a team
• Ability to work independently
• Ability to meet deadlines
• Ability to multitask
• Basic computer skills
• type 30-45 wpm
• EPIC
• MS office (excel and word)
• -Excellent organizational skills
• Bi-lingual: Russian or Spanish or Vietnamese
• -medical terminology