Primary responsibility of this position is as scheduler and patient care coordinator for the Pediatric Ophthalmology Division at Casey Eye Institute. This position provides an exceptional level of customer service to external and internal customers.
Arrange Care. Schedule new and return patient appointments on line. Obtain prior medical records and studies if appropriate, and assure information is in patients chart at time of visit. Arrange stretchers, wheelchairs, and interpreters when necessary, and accommodate other special needs whenever possible. Confirm patient appointments, reminding patients of co-pays, and deposits or self-pay where indicated. Provide personal reminders to patients about upcoming appointments. Triage phone calls, dispensing appropriately, including facilitation of prescription refills. Schedule new/return appointments, consults, walk ins and emergencies. Prepare schedule for daily clinics. Other duties as assigned for back up.
Integrated Care. Arrange and order associated clinical, diagnostic, or laboratory services; obtain authorizations when necessary. Direct patients to appropriate providers for other health care issues. Complete and route direct referrals to other clinical services. Contact primary care physicians or their designees to obtain authorizations for urgent care. Schedule return appointments on line, initiate authorization requests for subsequent care.
Enrollment and Authorization. Gather and/or verify patient information including demographics, insurance coverage, and financial status. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Obtain authorizations for clinical care, procedures, and laboratory studies. Enter all information accurately into OHSU databases or into the medical record when necessary.
Replace/cover for Receptionist at front desk as needed, checking patients in/out, making appointments, prepare charts, filing and other duties as assigned by manager.
Perform cash handling and billing duties in a timely and thorough manner. Duties include: educating patients on related billing issues as appropriate; collecting co-payments and past due balances when indicated; providing patients with appropriate receipts per Casey Eye Institute procedures; performing end of day duties following Casey Eye Institute protocol and guidelines (batching out cash/checks/credit card, checking encounters for missing information, and giving appropriate documentation to designated area for posting); reconciling cash receipts per Casey Eye Institute policy and maintaining front office cash drawer as appropriate.
Customer Service. Provide 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, and facility with available information or requests promptly to the appropriate providers or their designees.
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 OR successful completion of the PAS Trainee position
Basic computer keyboarding skills include typing 30-45 WPM
Appointment scheduling experience
Working knowledge of medical terminology
Medical record management skills
Strong relationship building skills with patients, health plans, providers, staff, management
Exceptional customer service skills - both in person and on the phone
Exceptional interpersonal skills - able to resolve conflicts and to problem solve between parties
Patient advocacy skills - evaluate patient concerns for timely resolution
Sensitivity to patient needs
Demonstrated evidence of strong written and verbal communication skills
Ability to manage competing priorities
Ability to meet deadlines and urgent patient and system needs
Ability to work independently; willingness to serve as a positive and professional role model
Demonstrable record of reliable attendance, punctuality, and successful performance at past and present employers
Able to perform the essential functions of the position with or without accommodation
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 r...esearch. 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