Temporary C3 Patient Access Resource Specialist

Temporary C3 Patient Access Resource Specialist

US--Remote

The C3 Patient Access Resource Staff is responsible for providing the highest level of customer service while handling all aspects of the scheduling of clinic appointments, referral management, visit preparation, patient eligibility, and financial clearance for the Connected Care Center clinical services. This position manages scheduling and supporting patient care coordination across multiple clinical specialties and responds to patient Connected Care Center scheduling requests including phone calls, MyChart or provider requests.

The employee promotes OHSU's mission statement by delivering high quality, cost effective, patient centered, service excellence.

• Deliver exceptional customer service to external customers (patients, families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).
• Meet or exceed service standards of the healthcare industry.
• Communicate promptly and professionally.
• Demonstrate patient-centered customer service skills.
• Handle crisis situations effectively.
• Utilize available information technology efficiently.
• Process complaints following standard procedures.
• Provide flexible coverage for internal service needs.
• Apply continuous process improvement methods and skills.

• Answer incoming calls and handle various inquiries related to scheduling, general information, and referral status.
• Transfer calls to Nurse Triage when necessary, following established guidelines.
• Schedule and manage patient access to clinical services in the Connected Care Center.
• Record accurate and detailed information in the electronic medical record (Epic).
• Assess and direct calls to the appropriate staff for patient care and needs.
• Process calls promptly, professionally, and courteously.
• Provide callers with relevant information such as directions, addresses, and operating hours.
• Utilize schedules and departmental procedures to connect callers with the appropriate on-call personnel.
• Follow departmental policies for different encounter types (e.g., refills, telephone consultations, documentation).
• Schedule patient appointments for Connected Care Center clinical services through inbound calls, work queues, and clinical service requests.
• Act as a liaison and information resource for physicians and nursing support staff.
• Direct patients to the appropriate clinicians for healthcare issues.
• Process and route direct referrals to other clinical services.
• Accurately enter patient information into the Epic system.
• Utilize proper OHSU forms and documentation for all patients.
• Collaborate with providers to maintain up-to-date clinic templates and block schedules in Epic.

• Ensure administrative and financial preparation of patients prior to their visit by following registration workflows.
• Gather and verify patient information, including demographics, insurance coverage, and financial status.
• Pre-register patients with accurate demographic data, including race, ethnicity, language, and disability information.
• Conduct financial screening using the Experian tool to determine patient eligibility for financial assistance programs.
• Transfer patients to the appropriate department to address financial concerns.
• Confirm patient eligibility for healthcare coverage.
• Enter all information accurately into Epic EMR.
• Provide information on authorization requirements for diagnosis and service to referring physician offices, OHSU Health Plan Office, patients, and insurance companies.
• Maintain proficiency in ICD-10 requirements.
• Schedule appointments and coordinate with ancillary and clinical services as necessary.
• Resolve patient concerns and managed care-related problems using problem-solving and negotiation skills.
• Create medical records if not already available.

• Prepare for patient visits by reviewing established visit preparation items and documenting completion.
• Contact referring providers to obtain any necessary items that have not been obtained.
• Schedule patient appointments.
• Obtain prior…