Department Overview:
To support Oregon Health Sciences University’s mission by providing exemplary service to all patients, patient families, visitors, and staff who present to any area of Patient Access Services Department in person, via telephone, or over electronic communication. The purpose of this position is to collect and record accurate and complete required demographic, insurance, and financial information for patients receiving outpatient services. Performs employee requirements as outlined in Compliance Roles and Responsibilities, Code of Conduct and Respect at the University for OHSU Hospital and Clinics.
Function/Duties of Position:
Customer Service
- Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry.
- Promptly greet all patients, visitors, and others in a warm, courteous, and professional manner.
- Demonstrates the ability to communicate effectively, timely, and respectfully at all times, especially in a high stress environment.
- Provides flexible coverage to assist with internal service needs and the continuous application of process improvement methods and skills.
- Determines customer needs proactively, and direct inquiries to appropriate resources.
- As problems and miscommunications occur with internal or external customers, demonstrates the ability to clarify and resolve problems immediately to avoid further communication breakdowns.
- Demonstrates respect and cooperation in all staff relationships, with a genuine willingness to prevent or resolve inter-personal conflicts.
- Answers multi-line telephone inquiries. Determine caller needs and assist callers efficiently and appropriately.
Patient Registration
- Gathers, adds, updates, and/or verifies detailed demographic information and any applicable forms. Complete registration from patient work queues, email, or inbasket as assigned.
- Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient and updates REALD Smart Form as required by law. Serves as liaison for patients and families with questions.
- Satisfies state regulations to identify support persons for individuals with disabilities.
- Correctly identifies patient service type to establish an accurate and billable account.
- Corrects patient identity inaccuracies, as identified.
- Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures.
- Initiates and completes claim info for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts.
- Provides patient education regarding OHSU financial assistance, insurance coordination of benefits, Patient Rights, Medicare Secondary Payer Questionnaire, Notice of Privacy Practices, use of patient information and/or specimens in OHSU research, and other facility or regulatory information.
- Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate.
- Pre-Registration: Gathers, adds, updates, and/or verifies detailed demographic information, including REALD and support persons, prior to admission by calling the patient at home. Searching for patient information in a number of online databases including EPIC.
- Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate.
Insurance Verification/Financial Clearance
- Gathers, adds, updates, and/or verifies detailed insurance coverage and financial status with each patient.
- Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided.
- Complete insurance verification on each patient’s insurance using electronic verification in RTE, payer portals, or other required methods. The PAS Revenue Cycle Specialist staff will also re-verify the eligibility insurance information if the insurance was not verified in the current month.
- Reviews MMIS for all uninsured or single coverage patients
- Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate. Works closely with Patient Financial Services on referrals or questions.
- Maintain knowledge of current insurance plans along with the Epic plan distinction, and current eligibility verification process.
Other duties as assigned.
Required Qualifications:
High School diploma or equivalent; AND
One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and registration and/or billing responsibilities. OR
Two years of work experience in a high-volume direct public contact, front-line non-healthcare setting position.
Knowledge and Skills Required
- Basic computer skills including word processing and Windows applications.
- Basic computer keyboarding skills including typing of minimum 40 wpm.
- Demonstrated working knowledge around insurances and benefits.
- Demonstrated excellent verbal and written communications skills.
- Strong customer service orientation.
- Demonstrated effectiveness during extremely confrontational customer interactions in a high stress environment.
- Demonstrated advanced PAS user skills or equivalent as well as extensive knowledge of integrated care models.
Preferred Qualifications:
- Thorough knowledge with insurance eligibility and healthcare registration.
- Thorough knowledge of insurance and financial policies.
- Thorough knowledge of PAS policy and procedures. Candidates will have demonstrated advanced PAS user skills.
- Spanish preferred.
- OHSU experience.
- Demonstrated efficiency and problem solving in resolving patient concerns.
- Strong attention to detail and processes.
- Ability to work with a high level of accuracy, speed, multitask, and prioritize in high stress/high volume environments, with little direct supervision.
- Demonstrated record of reliable attendance, punctuality and proven successful performance at past and present employers.
- Demonstrated effective interpersonal skills, which promote cooperation and team work.
Additional Details:
Hours of Work: Monday - Friday, 9:30am - 6:00pm.
Registration is open Monday - Friday 7:30am - 8:00pm, and Saturday and Sunday 8:00am - 8:00pm. Registration is also open holidays varying hours depending on clinic support needs.
Position may require work on weekends and holidays, depending on department need.
Temperatures onsite can vary and staff should be prepared to layer to accommodate for personal comfort.
Remote option available for most positions.
Benefits
- Healthcare for full-time employees covered 100% and 88% for dependents.
- $50K of term life insurance provided at no cost to the employee.
- Two separate above market pension plans to choose from.
- Vacation - up to 200 hours per year dependent on length of service.
- Sick Leave - up to 96 hours per year.
- 9 paid holidays per year.
- Substantial Tri-Met and C-Tran discounts.
- Employee Assistance Program.
- Childcare service discounts.
- Tuition reimbursement.
- Employee discounts to local and major businesses.
Why apply to OHSU?:
We are Oregon's only public academic health center.
In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome.
OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.
To request reasonable accommodation, contact
[email protected]