To support Oregon Health Sciences Universitys 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. To greet, interview, register, and pre-register patients scheduled for hospital admission. Obtains and records demographic and insurance data to ensure accurate patient identification to facilitate payment and compliance with all regulatory requirements. Performs employee requirements as outlined in Compliance Roles and Responsibilities, Code of Conduct and Respect at the University for OHSU Hospital and Clinics.
Provides high quality customer service to both external and internal customers. Must use the OHSU Model of Communication at all times.
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.
Determines customer needs proactively, and direct inquiries to appropriate resource.
As problems and miscommunications occur, demonstrates the ability to clarify and resolve problems immediately to avoid further communication breakdowns.
Demonstrates knowledge of all department locations, units, and buildings on OHSU Campus.
Answers multi-line telephone inquiries. Determine caller needs and assist callers efficiently and appropriately.
Obtains/verifies needed demographic, insurance, health, and financial information and completed/signed forms required for services and confirmation of payment sources.
Reviews and verifies registration, additional insurance and provider information.
Correctly identifies patient service type to establish an accurate and billable account.
Complete insurance verification on each patients insurance 100% of the time when the insurance verification status says New, Elapsed, Incomplete, Needs Review, or is Medicaid and the insurance can be verified via electronic verification in RTE or the payers web site. The Patient Access Service Staff will also re-verify the eligibility insurance information if the insurance was not verified in the current month.
Utilize electronic verification programs for insurance eligibility.
Maintain access to all insurance website by signing in one time per month, at minimum.
Maintain knowledge pertaining to insurance issues which includes but is not limited to motor vehicle, workmans compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures,
Understands and communicates complex information relating to admission and facility/government forms (i.e. Terms & Conditions, Advance Directives, Medicare Secondary Payor, Medicare Non-covered, Important Message from Medicare, Release of Information, Special Consent and Champus Message) to patients or their representatives. Obtains signatures, witnesses, and enters into computer all facility and regulatory required data. Reviews all for accuracy.
Collects Co-pays/Deposits as required.
Creates and assembles Patient Packets as required. Activates direct admissions based on notification from unit at time of patients arrival.
Receive and record patient valuables for the safe upon admission; may maintain safe/valuables audit monthly.
Pre-Registration: Verify patient demographics prior to admission by using EPIC and/or calling the patient at home. Searching for patient information in a number of online databases including EPIC.
Reconciliation of daily cash receipts.
Follow and complete daily task list as assigned by management.
Required to maintain Patient Access Services Individual Performance Standards which includes:
Production Standard: Individual standard of ( TBD ) PAS work activities per day.
Error Rate Standard: Maintain an accuracy rate of 97%.
Attendance: Adherence to hospital and departmental policies regarding attendance.
Dress Code: Consistently projects a positive and professional image through appearance, behavior, and adherence to the OHSU Hospital and Clinics Dress Code.
Customer Service: Must follow the OHSU Model of Communication in 100% of customer interactions and consistently demonstrate exemplary internal and external customer contact skills.
Enter reservations into computer system. Activation of patient accounts. Assist Patient Billing Services (IVS Team) by obtaining patient signatures at admit for non-covered services or Statement of Financial Resources (SFR).
Assess expected admissions to determine work flow.
Provide coverage in other admitting areas when needed.
Carry out job responsibilities in an ethical, effective, and professional manner.
Model ethical and appropriate behavior, professional standards, compliance, and personal integrity.
Understand and comply with the Code of Conduct, OHSU, and departmental Policies and Procedures, applicable rules and regulations.
Ability to establish mutual agreements that result in clear responsibility, taking personal action to accomplish an agreed result and assuming personal responsibility for the results of behavior and actions .
Actions are consistent with ethical values. Honest in communication and actions.
Honors the uniqueness of each individual. Functions effectively and respectfully within the context of varying cultural beliefs, behaviors and backgrounds.
Demonstrates consideration and appreciation for colleagues, clients and customers.
Seeks opportunities to improve the work and work environment to better meet the needs of internal and external customers.
Works cooperatively and productively with others to achieve shared goals.
Demonstrates the ability to convey thoughts and ideas as well as understand perspective of others.
Ability to see and understand whole systems and how elements within systems relate. Works cooperatively with others to use appropriate systems strengths, knowledge and cooperation to improve performance.
Meets performance goals and budget targets. Effectively manages departmental resources. Understands OHSUs financial systems and uses them effectively. Demonstrates the financial acumen for managing budgets aggressively. Effectively manages vendor relationships to maximize contributions.
Ability to act and provide leadership throughout the change process. Engages employees in the entire process and develops commitment for sustaining change.
Ability to recruit, retain and develop high performing individuals aligned with OHSUs goals and values. Completes performance reviews and development plans for all direct reports on time.
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. Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.
Basic computer skills, excellent verbal and written communication skills, strong customer service and ability to walk and stand for 6-8 hours/day, position is extremely mobile.
Excellent public relations skills and ability to communicate in a calm and business-like manner, excellent customer service skills, must have a 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.
Must be able to perform the essential functions of the position with or without accommodation.
High School Diploma or equivalent
Prior experience in hospital admissions or ED registration preferred.
Registration experience.
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.
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. Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.
Basic computer skills, excellent verbal and written communication skills, strong customer service and ability to walk and stand for 6-8 hours/day, position is extremely mobile.
Excellent public relations skills and ability to communicate in a calm and business-like manner, excellent customer service skills, must have a 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.
Must be 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 research. 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
