Referral Support Specialist

Department Overview

The Referral Support Specialist (IRC PASR) is responsible for performing pre-processing and intake support functions for referred patient care requests received through the Incoming Referral Center (IRC). This role supports the referral lifecycle prior to Referral Coordinator (RC) review by ensuring referral documentation is accurately received, indexed, validated for completeness, and prepared for downstream processing.

This position serves as a foundational support role within centralized access operations, with a strong emphasis on high-volume fax intake, document indexing, and non-referral routing. The role reviews incoming faxes from various sources, including RightFax, electronic submission, and email, and performs structured validation of required elements such as patient identifiers, reason for referral, and referring provider information.

The role includes organizing and indexing documentation, identifying incomplete or misrouted items, and communicating with referring offices or patients to resolve issues using standardized workflows. Work performed directly supports referral quality, intake efficiency, and timely access to care.

Function/Duties of Position

Fax Review

• Review high-volume incoming faxes in OnBase and other intake sources
• Sort referral non-referral content and route non-referral items appropriately
• Identify urgency indicators using defined guidelines
• Route documents to appropriate intake pathways and workflows

Referral Pre-Processing and Indexing

• Index incoming documentation in OnBase and/or Epic systems
• Accurately apply patient identifiers and required metadata
• Assign referred-to specialty based strictly on provided documentation
• Review referrals for presence of required elements (patient demographics, referred to department/specialty, referring provider, diagnosis/procedure, supporting documentation)
• Identify incomplete, duplicate, or invalid referrals using established criteria
• Route incomplete referrals to appropriate workflows for follow-up
• Prepare referrals for Referral Coordinator review

Communication, Outreach and Support

• Communicate with referring offices regarding missing information or misrouted items using standardized templates and workflows
• Provide basic education to senders on proper routing and submission requirements
• Monitor and respond to voicemail and internal inquiries related to referrals
• Perform Care Everywhere searches when required
• Retrieve and attach supporting documentation as directed
• Document actions taken in Epic or tracking systems
• At all times must exemplify high quality customer service to both external customers as well as internal customers that meets or exceeds the service standards set by OHSU. This duty includes prompt and professional communication efforts, high level conflict resolution, flexible coverage of internal service needs, continuous application of process improvement methods and skills, crisis management, &
• developing a standard complaint process for process improvement.

Other

• Other duties as assigned

Required Qualifications

• One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and may require experience obtaining managed care authorizations (dependent on position description). OR one and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting.  The candidate must have a thorough knowledge of PAS policies and procedures. Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.

Knowledge and Skills Required:

• Basic computer skills including word processing. Windows applications, on-line scheduling, and a preference for data-base skills. Excellent verbal and written communications skills.  Strong customer service orientation.  Demonstrated effectiveness in confrontational customer interactions.

Preferred Qualifications

• Advanced Degree
• High-volume data entry or document processing on OnBase or other document management systems
• 2+ years experience with electronic scheduling and electronic medical record systems
• Knowledge of patient and referral processes in Epic
• Work in a centralized access or intake center
• Familiarity with referral workflows and intake processes
• Experience with Care Everywhere or external record systems
• Advanced computer skills, including MS Word, Excel and Access, OHSU Epic skills and online resource use
• Excellent communication skills, both written and verbal
• Demonstrated efficiency, problem solving and negotiation skills in resolving patient concerns.
• Must meet department performance standards measuring efficiency, production, timeliness and This will be reviewed on a regular basis both as a team and as an individual.
• Ability to multi-task in a high-volume
• Strong attention to detail and processes
• Ability to work autonomously, with a high level of accuracy, speed and exhibit a willingness to work with
• Basic knowledge of medical terminology and documentation
• Ability to manage repetitive, high-volume tasks
• Ability to identify missing or incomplete information
• Proficiency with computer systems and data entry
• Strong organizational and time management skills

Additional Details

• Monday–Friday business hours. This is a remote work-from-home position.
• High-volume work environment involving continuous computer use, document review, and electronic data entry. Minimal exposure to hazardous materials

• Prolonged sitting and sustained computer use. Frequent keyboard and mouse use requiring fine motor skills. Sustained visual focus on screens and detailed documents. Ability to maintain attention and

  concentration in a high work volume environment.

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.edu