Department Overview:
The PAS Specialist is expected to positively promote the mission of OHSU, DCH, and CDRC by providing administrative support and patient access services for all CDRC clinics and locations through a wide variety of technical and administrative work. This position is responsible for patient care scheduling requests which include but are not limited to, patient phone calls, MyChart, or provider requests. Assisting with the CDRC telephone calls as requested by leadership. Providing the highest level of customer service while handling all aspects of the scheduling of clinic appointments, confirming health insurance coverage, scheduling appointments, and assisting patients in an office or clinic setting. Provide support through professional communication skills, face-to-face customer contact skills, and excellent problem solving skills. Understands and complies with the Code of Conduct, OHSU and department policies and procedures, applicable rules, regulations, etc. Demonstrates supportive, professional behavior towards patients, families, and staff at all times. Participates in ongoing professional development and competency assessment including, but not limited to, attending educational classes appropriate to job development, communicating additional training needs to direct supervisor, attending staff meetings, orienting new staff, and cross-training for position in assigned or other areas.
Function/Duties of Position:
Customer Service:
- Provides high quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, crisis management, facility with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills.
Enrollment & Authorization:
- Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Confirms patient eligibility for health care coverage and clarifies any managed care arrangements. Educates patients of pre-pay amounts, monitors provider’s schedules and other managed care duties as assigned. Enters all information accurately into OHSU databases or into the medical record when necessary.
Arranged Care:
- Schedules new and return patient appointments online and manually, if necessary, and coordinates any ancillary appointments. Cross-coverage of other scheduler positions that would require facilitating medical review and scheduling new patients for other specialties. Obtains prior medical records and studies when appropriate. Creates a medical record if needed. Monitors provider’s schedulers to fill cancellations, no-shows and records needed for each provider. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets to patients.
Point of Service Operations:
- Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements. Validates parking.
Integrated Care:
- Arranges and orders associated clinical, diagnostic, or laboratory services; obtains authorizations when necessary. Directs patients to appropriate providers for other health care issues. Completes and routes direct referrals to other clinical services. Schedules return appointments online, and manually if necessary.
Telecommunications and Administrative Duties:
- Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees. Other administrative duties as assigned.
Training and Competency:
Successfully completes the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.
Continued Professional Development:
- Participate in appropriate educational activities that enhance general knowledge or ability to do assigned work; Attend staff meetings and other informational sessions; Read vendor documentation, trade publications, or other appropriate publications; interact with peers and other employees to receive and disseminate information.
- Six months of work experience in a medical office setting, including high volume direct patient contact OR one year of work experience in a high volume direct public contact position
Knowledge and Skills Required:
- Basic computer keyboarding skills including typing of 30 - 45 wpm.
- Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.
- HS Diploma or advanced degree preferred.
- Experience in a medical office setting.
- Appointment scheduling experience.
- Basic computer keyboarding skills including typing of 40-50wpm.
- Proficient computer skills including word processing.
- Extremely high level of attention to detail.
- Demonstrated problem solving and negotiation skills in resolving patient concerns, scheduling challenges and managed care related problems.
- Communication and contact: Communicates effectively both verbally and in writing with superiors, colleagues and individuals inside and outside OHSU
- Active listening skills; ability to deal with customers in stressful situations; ability to remain calm under pressure
- Relationships with others: Works effectively and relates well with others including superiors, colleagues and individuals inside and outside OHSU
- Exhibits a professional manner in dealing with others and works to maintain constructive working relationships
- Excellent customer service skills both in person and on the telephone
- Ability to work in a collaborative, team-centered work environment and provide helpful support in a timely manner
- High level of integrity
- Tolerance for ambiguity in a high workload, fast-paced environment
- Attendance and dependability: Can be depended on to report to work at the scheduled time and is seldom absent from work; can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments; willing to work overtime as necessary depending on volume of work
- Knowledge of Epic systems.
- Knowledge of OHSU network systems, including Outlook and Microsoft Office products.
This position works in a busy environment with many interruptions, multiple demands and interactions. This position will handle a high volume of patient phone calls, high level of multi tasking, and scheduling.
All are welcome: Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or [email protected].
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