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Department Overview

The Centralized Check-In department is responsible for signing-in/admitting patients for their procedures and/or appointments at the Center for Health and Healing, Beaverton and Orenco campuses, as well as any new locations identified across OHSU Health in the future. If the patient has multiple procedures/appointments for that day, on a given campus, the Centralized Check-In process will allow the department to check-in/admit the patient for all care at one time.

The Centralized Check-In department is also responsible for kicking off patients, event tracking, and signaling so that all care teams within the campus know where the patient is at in their care. Prior to signing-in/admitting a patient, the Centralized Check-In department is responsible for helping to resolve any critical properly prepared patient items that have not been completed (i.e. patient demographic and insurance/registration verification). Lastly, the Centralized Check-In department is responsible for greeting patients on specified floors within the campus to ensure patients are in the right place for their initial/next episode of care.

Function/Duties of Position

Personnel Management

• Management and oversight of front-line check-in desk staff and operations include but are not limited to planning/assigning of duties, coordinating staffing schedules for multiple entry points across the building, resolving staffing issues, and day-to-day problem solving to meet customer and department service objectives. Provides direct staff supervision and oversight of 15+ PAS Revenue Cycle centralized check-in staff at the Center for Health and Healing, Beaverton campuses, and any other future identified campuses. Meets regularly with staff to direct and review work, manage scheduling and attendance, initiate employee growth and development plans, engage with employee performance, and conduct. Provide feedback and coaching, and conduct progressive discipline as needed. Ensures regular staff meetings and communications. This position works closely with the Centralized Check-In Manager and the HR Business Partner on all matters related to employee and labor relations.

• Monitor staff activity for accuracy, competency, customer service skills, effectiveness, conformance to individual performance standards, OHSU core competencies, and compliance with Centralize Check-In department and OHSU policies and procedures.

• Monitor staff attendance, use of TACS system, and timekeeping practices.

Operations Management

• Collaborates with the Centralized Check-In Manager to lead process improvement initiatives , daily management systems, and daily readiness meetings with staff. Determines daily deployment of PAS staff and resources in response to daily patient visit throughout the Center for Health and Healing, Beaverton campuses, and any new locations identified in the future. Works with PAS staff to identify ways to increase efficiency and output. Makes recommendations to change or improve procedures or operations. Work with other clinic supervisors and managers to ensure efficient and effective clinic operations.

• Assist the Centralized Check-In Manager with standard work development and employee work confirmations. Participate in reporting and measuring quality indicators to ensure that staff provide high quality customer service to both external and internal customers. Measures for staff include accuracy and volume of work performed, prompt and professional communication efforts, face-to face customer contact skills, appropriate problem solving skills, ability  to  learn and use available information technology, standard complaint processing, positive and respectful peer communications and relationships, and skills in providing coverage for the department ' s internal service needs.

• Be on-call as leadership operational support for all Centralized Check-In on the weekends and working holidays, and/or work on the weekends and working holidays as staffing operations requires in response to daily patient visits throughout the Center for Health and Healing and Beaverton campuses, and any new locations identified in the future.

• Communicate directly with patients, OHSU leadership, internal physicians, community physicians, agency staff, insurance representatives, and others who have encountered difficulty in accessing healthcare at OHSU. Triage and resolve or forward patient complaints.

Administrative Operations

• Participate in strategic planning, developing short and long-term goals, reviewing ongoing system-wide projects involving check-in and properly prepared patient processes, revising policies, procedures and other managerial tasks.

• Participate and/or Coordinate committees and quality improvement projects as requested.
• Other duties as assigned.

Required Qualifications

• Associates degree or equivalent education and experience.
• 5 years progressively responsible experience in a healthcare organization, with a demonstrated knowledge of indemnity insurance, Medicaid/Medicare, managed care health plans and the general reimbursement environment, in a position that included front end revenue cycle patient contact. 

Knowledge, Skills and Abilities

• Demonstrated effectiveness in personnel management, including hiring, work assignments, performance assessment, counseling, and adherence to the terms of bargained contracts, discipline, and dismissal.

• Must have exceptional leadership and customer service experience and skills.

• Must serve as a positive and professional role model.

• Computer skills including Word, PowerPoint, Windows applications, and use of database software, Excel, Visio, OneNote etc.

• Must have strong process improvement skills with the ability to make complex decisions.

• Outcomes driven and has the ability to achieve results in a timely manner.

• Excellent verbal and written communication skills and the ability to develop concise communications.

• Must be able to perform the essential functions of the position with or without accommodation.

Preferred Qualifications

• Bachelor's degree or higher in related field.

• Two to five years management/supervisory experience in a healthcare setting.

• Experience using Epic Grand Central (ADT), Epic Prelude, and Epic Cadence.
• Certified Healthcare Access Management (CHAM).

Additional Details

Typical work schedule is Monday - Friday days, but flexibility is necessary to support staffing Sunday through Saturday from 5:00am - 8:0Opm, and other operational needs of the department, balancing competing demands and priorities.

Benefits 

• Healthcare for full-time employees covered 100% and 88% for dependents.
• $50K of term life insurance provided at no cost to the employee.
• Two separate above market pension plans to choose from.
• Paid time off - 208 hours per year, prorated for part-time.
• Extended illness bank - 64 hours per year, prorated for part-time.
• 9 paid holidays per year.
• Substantial Tri-Met and C-Tran discounts.
• Employee Assistance Program.
• Childcare service discounts.
• Tuition reimbursement.
• Employee discounts to local and major businesses.

Why apply to OHSU?We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.eduEmployment Type: FULL_TIME