PAS Specialist

Department Overview:

The Patient Access Service Specialist is the first point of contact for new patients, a familiar presence for

Using job aids as guides, the PAS Specialist often directs new patients to one of several sub-specialty clinics within the cardiology department. This position gathers and records required information about patients; provides specific customer services, which include screening for financial eligibility and confirming health insurance coverage.

Resilience, a positive approach to change, strong ability to multi-task and critical thinking skills are qualities needed in order to be successful in this position.

Function/Duties of Position:

Customer Service:

• Provides high quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds OHSU’s performance expectations. This duty includes prompt and professional communication efforts, face-to-face customer service 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.

Telecommunications:

• Answers telephone and triages calls to determine urgency; leaves messages for appropriate care team members, and follows-up on telephone inquiries; directs callers to other faculty, staff or departments when appropriate. 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.

Faxes:

• Receives reviews and distributes all facsimile communication. Ensures that urgent requests or faxes with reply deadlines are brought to the immediate attention of the faculty or staff member to whom the fax was sent.

Arranged Care, Enrollment & Authorization:

• Schedules new patient consults and follow up appointments; obtains prior medical records and studies if appropriate; 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; obtains authorizations for clinical care, procedures, and laboratory studies; enters all information accurately into OHSU databases or into the medical record when necessary; follows up on pending authorizations until they are obtained; mails information packets; reminds patients when follow up appointments are due; obtains and prepares OHSU medical records before scheduled appointments.

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. Contacts primary care physicians or their designees to obtain authorizations for urgent care. Schedules return appointments on line, and manually if necessary; initiates authorization requests for subsequent care.

Point of Service Operations:

• Greets patients, confirms appointment is kept and accurately checking patients in, verifying demographics and referring providers, alerting back office staff of patient arrivals, collecting copays and deposits provides receipts and ensuring that patients complete all necessary paperwork. Also responsible for checking patients out, scheduling and rescheduling follow up appointments, connecting patients with other departments for diagnostic studies, setting recall plans for follow up and ensuring that all patients have been fully checked out by the end of the day.

Required Qualifications:

• 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.
• Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Demonstrated record of reliable attendance;
• Proficiency using Windows, Microsoft Office applications, EMR/EHR systems, and is able to quickly learn and integrate computer practices;
• Excellent customer service orientation, pleasant and professional telephone demeanor;
• Strong organizational skills, ability to prioritize, and problem solve.
• Demonstrated effectiveness in confrontational customer interactions.
• Ability to follow complex workflows.
• Demonstrated ability to work within a team and independently.

Preferred Qualifications:

• 2-year associates degree in business or Medical Office Administration
• Previous work experience in a similar position.
• Previous experience in Cardiology or Specialty medical office setting.
• Demonstrated intermediate PAS user skills as well as extensive knowledge of integrated care at OHSU upon completion of OHSU training program.

Additional Details:

Location: OHSU South Waterfront & Marquam Hill campus locations. Ability & flexibility to travel

over the phone, electronically (email, mychart, etc.) and, at times in person (e.g. Face to face). This

position is located in a patient care area. Able to multi-task in a busy office environment with frequent

interruptions.

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 aaeo@ohsu.edu.