[Hiring] Patient Access Resource Specialist @Oregon Health & Science University

Role Description

This position is the initial point of contact for patients to OHSU. They are the face and voice of OHSU Ambulatory Clinics, motivated to create the ideal patient and family experience while actively endorsing the OHSU brand. The position supports OHSU Ambulatory Clinic operations with overall new patient schedule coordination for patients and providers, serving as their primary point of contact for all scheduling needs through the Intake Center.

The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare at OHSU Ambulatory clinics. The position is also involved in recognizing and reporting access barriers to their immediate supervisor.

This position is responsible for all aspects of new patient scheduling related to Medicine Specialties patients, coordinating new patient scheduling from the point of initial contact through the appointment creation. Responsibilities include:

• Collecting required information including external medical records and insurance information.
• Ensuring that the patient is scheduled accurately and all external records regarding the patient’s current disease are accurate, complete, and available in the provided guidelines.

This position serves as a member of the Ambulatory Access Services (AAS) department, which supports the systems and operations of ambulatory practices, professional services, and hospital departments. The AAS Intake Center supports new patient scheduling for various clinics as defined within the department’s scope.

Workflows supported by the Ambulatory Access Services department include:

• Patient appointment scheduling
• Space and resource utilization
• Processing of referrals

This position will spend 95% of their time on phones and/or other types of communication, including email. It requires a high level of attention to detail while providing the highest level of service to patients, clinical team, and colleagues.

Qualifications

• One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments, and may require experience obtaining managed care authorizations.
• OR one and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting.
• Thorough knowledge of PAS policies and procedures.
• Demonstrated advanced PAS user skills and extensive knowledge of integrated care at OHSU.

Requirements

• Basic computer skills including word processing, Windows applications, online scheduling, and a preference for database skills.
• Excellent verbal and written communications skills.
• Strong customer service orientation.
• Demonstrated effectiveness in confrontational customer interactions.

Benefits

• High School Diploma or GED preferred.
• OHSU experience preferred.
• Thorough knowledge of patient and referral processes in EPIC preferred.
• Demonstrated advanced patient scheduling skills preferred.
• Experience with electronic scheduling and electronic medical record systems preferred.
• Advanced computer skills, including MS Word, Excel, Access, Epic skills, and online resource use knowledge.
• Excellent communication skills, both written and verbal.
• Demonstrated efficiency, problem solving, and negotiation skills in resolving patient concerns.
• Ability to meet Department performance standards measuring efficiency, production, timeliness, and accuracy.
• Ability to multi-task in a high volume situation.
• Strong attention to detail and processes.
• Ability to work autonomously, with a high level of accuracy, speed, and exhibit a willingness to work with deadlines.

Additional Details

• Must be able to multi-task in a high-volume call and work environment.
• This is a fully remote position; the employee will be required to have a HIPAA compliant space to work remotely.
• There is an office space available in downtown Portland to account for technical outages.
• Must be able to sit for long periods of time, as well as spend 90% of time on telephone and computer usage.