C3 Patient Access Resource Specialist

Department Overview: 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 is responsible for all aspects of scheduling and supporting patient care coordination across multiple clinical specialties. This position will respond to patient Connected Care Center scheduling requests which include but are not limited to, patient phone calls, MyChart or provider requests. The employee in this position promotes OHSU’s mission statement by delivering high quality, cost effective, patient centered, service excellence. Function/Duties of Position: **Customer Service*** 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. **Multi\-Specialty Call Processing \& Scheduling*** Answer incoming calls and handle various inquiries related to scheduling, general information, referral status, and care\-related matters. * 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 (EMR) for telephone encounters, including medication refill requests, complaints, general inquiries, and urgent healthcare concerns. * 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 types of encounters (e.g., refills, telephone consultations, documentation). * Schedule patient appointments for Connected Care Center clinical services through various sources, including inbound calls, workqueues, clinical service requests, etc. * Act as a liaison and information resource for physicians and nursing support staff. * Return phone messages and send out new patient information packets via mail. * Direct patients to the appropriate clinicians for healthcare issues. * Process and route direct referrals to other clinical services. * Accurately enter