Patient Access Resource Specialist

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.

Registration

• Accurately verify patient information including demographic & insurance coverage. Make updates via Epic when necessary.
• Accurately create new medical records for a new OHSU patient if they are currently not in Epic.

New Patient Scheduling

• Receive incoming phone calls via the Automated Call Distributor (ACD).
• Work the referral work queue to schedule Assess the
• patient’s needs based on diagnosis and previous treatments.
• Schedule/hold patient appointments following protocol for assigned departments, documenting all necessary
• Triage information to the appropriate clinical parties via
• Monitor daily the Intake outlook Triage faxes to appropriate parties within the team.
• Monitor daily the Epic Pool and personal Intake basket daily
• If needed, contact the referring provider/practice to obtain necessary clinical and demographic information.
• Communicate with other departments and referring provider practices to achieve optimal care coordination for medical or financially fragile patients.
• Consistently answer telephones in a timely manner and within defined standards.
• Monitor access issues with provider schedules that affect patient satisfaction and communicate issues to the team leader.
• Triage phone calls and transfer to appropriate practice using the defined ambulatory standards.
• Proactively perform outbound call work. This includes calling patients to inform them of a referral in our system and to actively schedule those patients.
• Obtain, verify and input all information accurately into the appropriate system.
• Clearly and thoroughly document any and all actions taken on a referral based on department protocols in the EPIC Referral.
• Verify correct department for referral based on Intake
• Route referral to correct practice in the event of a misrouted
• Communicate with supervisor/manager if the established expectations cannot be met in the time frames given.
• Capture all outside medical records listed on the intake matrix and scan them into EPIC. Alternatively, create the link for Care Everywhere and notify the provider of where the records can be located.
• Use the wait list work queue to…