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Patient Operations Specialist: Front Desk (Wednesday - Sunday)

Company: Central Oregon Pediatrics Associates
Location: Bend
Posted on: May 25, 2023

Job Description:

PURPOSE OF POSITION: The COPA experience begins each time our patients or their families have an encounter with a COPA team member and continues throughout their visit. The purpose of the Patient Operations Specialist is to ensure patients have access to medical care through appointment scheduling. To ensure success in these areas of responsibility, patient operations team members must understand policies, rules, workflows, legal obligations (HIPAA, OSHA, PHI, etc.), and possess competent skills in varying software applications with outstanding attention to detail. The department is ultimately responsible for providing a family friendly environment which is welcoming to all people.


Maintains an in-depth knowledge of principles, practices, standards, and techniques and demonstrates knowledge in accordance with COPA policies and procedures within pertinent laws and regulations in the following areas:

  • Greeting and Welcoming Customers with exceptional customer service
  • Registration information verification in person and by phone
  • Checks in patient properly and thoroughly without errors
  • Listens to patient thoroughly while making them feel welcomed and without disrupting them while speaking
  • Fills in all required fields within EMR to ensure quality care
  • Clear communication with staff across all departments to ensure proper daily flow
  • Scanning and labeling documents into the proper locations
  • Handing out correct forms and release of information to patients and parents for proper flow for providers and clinical staff
  • Answering and transferring calls correctly
  • Creating encounters to clinical departments, providers and other departments efficiently
  • Scheduling future and same day appointments correctly (repeating date, time & location correctly)
  • Insurance verification and knowledge of insurances
  • Maintaining Patient Portal/ My Health appointments and assisting to help create accounts for families
  • Delivering labs and faxes the appropriate areas
  • Restocking forms as needed
  • Collection of money and copays by phone and collect in person, posting payments correctly and balancing tills
  • Quality assurance of fee slips for processing
  • Audits accounts for accuracy.
  • Proper follow through with follow up appointments/check out
  • Relays appropriate appointment detail and financial information to patients prior to appointments
  • Exercises problem-solving and conflict resolution within provider schedules
  • Knowledge of HIPAA & rules for medical records regulations
  • May be asked to participate in the training program for all new hires
  • May have to travel to other locations as needed for coverage.
  • Performs other related work as directed by immediate supervisor. Assister Duties:
    • Aid and process state and/or federal applications for insurance coverage for patients and community members.
    • Review and process pending applications for missing documentation and reach out to families as needed to complete application.
    • Troubleshoot application questions or concerns from patients and community members.
    • Schedule and meet with all possible OHP enrollment applicants
    • An Assister will complete any non-hardship applications received. Once an approval or denial has been issued the Assister completing the application will reach out to the family with the decision
    • Timely documentation of all assistance including insurance eligibility status in the electronic medical record (EMR) per procedure
    • Serves as a liaison between state/federal systems and patient, providing timely follow-up and processing of applications and insurance eligibility status. Core Competencies:

      • Represents COPA in a professional manner while performing job duties for patients/families, physicians, visitors and/or other staff members as evidenced by appropriate language, dress and conduct.
      • Maintains quality and efficiency standards as set by the immediate supervisor.
      • Participates in activities that promote professional growth and self-development.
      • Attends pertinent in service departmental and other meetings as requested by immediate supervisor
      • Provides professional two-way communication of the COPA mission, vision and values.
      • Exhibits positive, professional communication with providers, patients, families, staff and leadership team while collaborating and cooperating to improve operations and the patient experience.
      • Regular and reliable attendance is required. Problem Solving/Critical Thinking
        • Strong problem-solving skills with the ability to identify work-related problems, research complex information, create insights, communicate recommendations, and implement appropriate solutions.
        • Maintains a constant awareness of the legal aspects of position and demonstrates this in decisions related to job performance issues. Safety
          • Complies with state and federal standards regarding occupational safety, health, labor, and industry.
          • Maintains and demonstrates a thorough knowledge of departmental and clinic safety policies and procedures as they pertain to the job.
          • Maintains a safe environment for patients, guests and staff.
          • Maintain knowledge and understanding HIPAA laws and regulations to guarantee compliance.
          • Maintains confidentiality of information deemed confidential. Environment/Culture
            • Establishes a therapeutic presence by effectively utilizing communication skills and by being present for others in a caringway.
            • Maintains harmonious and cooperative relations with fellow employees, physicians, patients and guests.
            • Promotes healing by maintaining a peaceful, orderly and clean environment.
            • Communicates well with others internally & externally throughout the company.
            • Conducts themselves as a Servant Leader in support of others' success.
            • Supports COPA and clinic vision, values and mission. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.


              Education and Certification:
              • High School diploma or equivalent required.
              • Recognized certifications include: AHIMA - RHIT, AAPC - CPC, OHA HCI Qualified or Certified Interpreter Experience:
                • Three years of customer service experience required, clerical experience in clinical setting preferred. Intermediate and advanced phone, verbal and computer skills. Ability to work well under pressure with minimal supervision. Flexibility and willingness to handle a variety of tasks. Ability to handle the changing needs of the department and organization
                • Epic EMR experience preferred. Proficient with Microsoft Office Suite.
                • Bilingual in Spanish and English a plus. Physical Requirements:
                  • Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone or through use of other required technology. Sitting or standing for long periods of time. Frequent repetitive motion includes computer keyboard use, reaching with hands and arms, and walking. Occasional lifting and or moving up to 30 pounds and on rare occasion up to 50 pounds. Specific vision abilities required include viewing computer monitor for long periods of time, close vision, distance vision, color vision, peripheral vision, and depth perception.
                  • Must be able to wear appropriate personal protective equipment (PPE) as required. Working Conditions:
                    • Work inside in a general medical office setting with ergonomically configured equipment.
                    • Travel between COPA clinics and business office as required.

Keywords: Central Oregon Pediatrics Associates, Bend , Patient Operations Specialist: Front Desk (Wednesday - Sunday), Other , Bend, Oregon

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