PAS Resource Specialist
Department Overview:
The Harold Schnitzer Diabetes Health Center & adult Endocrinology Clinic has doctors, dieticians, nurses, behavioral health specialists, and nurse practitioners specializing in the diagnosis and treatment of diabetes, as well as doctors specializing in diagnosis and treatment of endocrine disorders.http://www.ohsu.edu/xd/health/services/diabetes/
The PAS Resource Specialist's purpose is to positively promote Oregon Health & Science University (OHSU), the Department of Medicine and the Harold Schnitzer Diabetes Health Center and Adult Endocrinology in a friendly and professional manner.This position supports the various specialties and clinic, including: front-line patient contact; greeting and checking patients in and out; answering phones; sorting mail; faxing, photocopying and filing documents/records; typing correspondence; gathering patient information; screening for financial eligibility; template coordination; scheduling appointments in person and over the phone; and assisting patients in a clinical setting.
This position directly supports the Department of Medicine's objectives of service excellence, clinical care and quality assurance.
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, face-to-face customer contact, crisis management, facilitation with available information, technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills.
Telecommunications: 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.
Template Coordination: Manage provider template processes and maintain integrity of the ambulatory template standards.
Scheduling coordination. Scheduling resource for patients requiring coordinated visits with multiple providers, such as post hospital pediatric and transition patients.
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 on line, and manually if necessary; initiates authorization requests for subsequent care.
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. Maintain core competencies, and demonstrate continuous application of these skills throughout the period of employment.
Clinical Service Resource: Shares PAS expertise and disseminates PAS information to PAS Specialists and Trainees within the service area. Instructs co-workers as needed in user skills for PAS system software including RSS, Order Entry, LCR, EAD, and the Minimal and Common data sets.Maintains a service-based working knowledge of diagnostic and procedural coding. Maintains an in-depth knowledge of procedure codes related to outpatient dialysis. Fills in as needed for any subordinate PAS position within the service areas.
Personnel Operations: Gives instruction for other PAS personnel pertaining to PAS processes and procedures as well as performance. Provides on-the-job training, orientation, guidance and coaching for new PAS personnel in the service area. May be required to distribute PAS duties within a defined work group and to review work for conformance to standards.May be required to provide informational assessment of other PAS workers' performance to the PAS Coordinator/Supervisor and/or the employment supervisor.
Required Qualifications:
- One year of experience in medical office setting, including high-volume direct patient contact, scheduling of appointments and obtaining managed care authorizations; 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.
- 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:
- High school diploma/equivalent and/or Bachelors level degree
- Two years of medical office experience
- Prior experience in academic medical center, prior experience providing administrative support; knowledge of EpicCare and Cadence applications; medical terminology.
- Experience with complex template builds
- Proven record of reliable attendance, punctuality, and successful performance with past and present employers.
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 aaeo@ohsu.edu.