Patient Operations Specialist (Remote in Central Oregon)

At COPA, the Patient Operations Specialist plays an integral role serving patients at our friendly and welcoming medical clinic for children of all ages. The Patient Operations Specialist will ensure patients have access to medical care through appointment scheduling, patient check-in and check-out as well as the MyHealth Portal. 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.

COPA is a 5-Star Patient-Centered Primary Care Home, the highest designation, and awarded to clinics which integrate advanced, transformative medical processes and proven best practices for positive patient outcomes. We’re proud of our teams which commit to excellence in a supportive work environment where the patients’ needs come first.

COPA is looking for a candidate with a strong work ethic and a passion for the health of each of our patients. The right candidate will thrive in a private practice where they have the opportunity and flexibility to positively impact the life of a child and their family.

The role of the Patient Operations Specialist will include but is not limited to the following duties: 

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 in person and by phone 
• 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 be required to travel between COPA clinics and business office
• Performs other related work as directed by immediate supervisor

COPA employees are a close-knit group that collaborates to ensure all children are well served. We focus on maintaining a culture of high performance in a personable work environment. The right candidate has a history of positive interactions in team environments, and friendly demeanor toward people of all ages and backgrounds. COPA provides a competitive total pay and benefits package. 

Qualifications 

Education and Certification:

• High School diploma or equivalent required.

 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 
• Must be flexible and willing to work any COPA site during the evenings, weekdays and weekends as needed by organization for coverage purposes. 
• 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: 

• Position may qualify to be located local-remote to include on-site meetings and shifts in COPA clinics, business office or community partners. Refer to Remote Work Policy for details.
• Work inside in a general medical office setting with ergonomically configured equipment. 
• Travel between COPA clinics and business office as required.  

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

COPA expects all team members, from operations to medical departments, to have a deep commitment to the objectives of COPA, support their fellow team members, and provide the best experience for patients. The right candidate has demonstrated a work ethic that exhibits professionalism while exceeding every expectation of service. If this opportunity resonates with you and you can demonstrate a history of high quality, service-oriented performance, we welcome your application! Please submit a cover letter explaining your desire to work in Pediatrics, your current resume and apply online at www.copakids.com. 

About COPA - Central Oregon Pediatric Associates (COPA) has provided excellent, comprehensive and compassionate medical care to children in Central Oregon for over 45 years. Our mission is to provide all children with outstanding medical care and exceed their expectations in a friendly and welcoming environment. COPA is a thriving, independent partnership whose healthcare quality measures exceed all medical care facilities in the region. In addition to pediatric primary care services and procedures, COPA’s Pediatric Center of Excellence also provides behavioral health specialists, lactation services, care coordinators, and newborn patient advocates. We’re committed to serving families where English is not the first language and have interpreters at every location and all shifts. COPA hosts in its clinics over a dozen visiting pediatric specialists from children’s hospitals in Portland, Oregon. COPA has four convenient locations in Bend and Redmond, and is open seven days a week with extended hours, and offers 24/7 telephone pediatric nurse advice.