OHSU Casey Eye Institute is a premier academic medical center providing eye care for adults and children in the Pacific Northwest and beyond. We treat eye conditions from the most straightforward to the most complex and offer expert care in all ophthalmology specialties.
Since 1945, OHSU Casey Eye Institute doctors and vision scientists have worked side by side to discover the causes of eye disease and find new treatments. Bringing research and patient care together helps us turn possibilities into realities OHSU Casey Eye Institute is a "High Performing" eye hospital, which means we are ranked in the top 10 percent nationally by U.S. News & World Report.
The purpose of this position is to provide administrative and clinic support to the Casey Eye Institute's Comprehensive Ophthalmology Clinic. Specific areas of support include patient care coordination, phones, patient appointment scheduling. This is a full-time, benefitted, on-site position.
Function/Duties of PositionPatient Care Coordination:
Appointment Scheduling: Schedule new and return patient appointments, including for residents and faculty, ancillaries and procedures. Create a medical record, if needed. Arrange interpreters, stretchers and wheelchairs when necessary, and accommodate other special needs whenever possible. Scheduling may occur face-to-face or over the telephone.
Information Gathering: Gathers and/or verifies patient demographics, insurance and financial information; transfers patient to appropriate financial specialist for screening as appropriate; informs patients of OHSU billing mechanisms; gathers information regarding insurance plan from caller and relays contracting and managed care arrangements to caller per clinic process. Information gathering may occur face-to-face or over the telephone.
Requests and receives patient information to ensure patient charts are compiled according to requirements. Faxes record requests to referring provider offices, and collects medical information pertinent to appointments. Documents records request actions in EPIC per CEI process.
Mail new patient information packets. Assist staff with supporting administrative clinic functions including filing and pulling patient charts, sending and faxing medical records when indicated, and assisting staff with mail distribution and other duties as assigned by supervisor or manager.
Successful completion of assigned tasks require the use of OHSU software programs including but not limited to EPIC (Cadence, EARL, work queues, In-Basket, EpicCare), Right Fax, Microsoft Office Suite (Outlook, Word, Excel, Teams) and Smart Web.
Point of Service Operations:
Greet patients and check-in/check-out appointments per clinic process. Verify insurance coverage is current and has been reviewed for eligibility, benefit and authorization needs. Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures. Verify and update the common data set in EPIC including patient demographics (such as but limited to name, address, telephone numbers, PCP and email). Explain and satisfy any necessary patient signature requirements including presentation, collection, documentation and scanning. Prepare charts for patient appointment, as desired by each physician.
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 CEI procedures; performing end of day duties following CEI protocol and guidelines (reconciling cash/check/credit card/HPM receipts, checking encounters for missing information, and giving appropriate documentation to designated area for posting/ordering); closing EPIC cash drawer per CEI and OHSU policy and maintaining front office cash drawer, as appropriate
Customer Service
Provide high quality customer service to both external customers (such as but not limited to patient, caregivers, 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 and telephone customer contact skills, crisis management skills, responsiveness to internal/external customers' needs, prompt communication with the appropriate providers or their designees, and continuous process improvement skills.
Compliance:
Performs requirements for staff members as outlined in Compliance Roles and Responsibilities in OHSU Hospitals and Clinics
Required QualificationsSix 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.
Experience working in a clinical setting. Proficiency with MS Office (including Word, Excel, Outlook, and PowerPoint). Previous work experience with on-line scheduling.
Proven record of reliable attendance, punctuality, and successful performance with past and present employers.
Must have the ability to complete multiple tasks simultaneously; ability to work in a fast-paced environment; ability to manage competing priorities; ability to meet deadlines and urgent patient and system needs; ability to work independently; exceptional organizational skills; strong innovation skills and ability to apply computer knowledge and administrative experience to prioritize workload and increase efficiency of office procedures and practices.
Proven customer relations experience. 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, willingness to serve as a positive and professional role model.
Must have demonstrated record of reliable attendance, punctuality and proven successful performance in past and present.
Preferred QualificationsTwo years of work experience in a medical office setting, including high volume direct patient contact preferred.
Knowledge of medical insurance, authorizations, and referrals.
Working knowledge and understanding of medical terminology.
Six months previous experience working with busy, multi-line phones.
Experience working in a clinical setting.
All are welcome Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.