Department Overview:
This position is the initial point of contact for patients to OHSU. They are the face and voice of OHSU Ambulatory Clinics. The incumbent is motivated to create the ideal patient and family experience while actively endorsing the OHSU brand. This 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. The incumbent will coordinate new patient scheduling from the point of initial contact through the appointment creation. They will be responsible for collecting required information including external medical records and insurance information. They will be responsible for 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 is responsible for supporting the systems and operations of ambulatory practices, professional services and hospital departments. The AAS Intake Center supports the 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 and processing of referrals. The department supports its customers in workflows that start when the patient initially calls to obtain services through to the time that the patient is seen in clinic.
This position will spend 95% of their time on phones and/or other types of communication, including email. This position requires a high level of attention to detail while providing the highest level of service to our patients, clinical team, and colleagues.
Function/Duties of Position:

KNOWLEDGE AND SKILLS REQUIRED:

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

Preferred Qualifications:

• High School Diploma or GED
• Advanced computer skills, including MS Word, Excel and 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.
• Must meet Department performance standards measuring efficiency, production, timeliness and accuracy. This will be reviewed on a regular basis both as a team and as an individual.
• Ability to multi-task in a high volume situation.
• Strong attention to detail and processes
• Advanced computer skills, including MS Word, Excel and 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.
• Must meet Department performance standards measuring efficiency, production, timeliness and accuracy. This will be reviewed on a regular basis both as a team and as an individual.
• Ability to multi-task in a high volume situation.
• Strong attention to detail and processes
• Excel skills and knowledge preferred.

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 the downtown Portland to account for technical outages. Or as an option if preferred.
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