This position directly supports the department objectives to provide excellent clinical care through professional response to patient needs related to scheduling of outpatient appointments and surgery. The PAS Specialist provides assistance to other PAS personnel in the use of PAS network software and department- specific scheduling issues. The PAS Specialist provides suggestions and takes an active role in the problem- solving processes required to ensure efficiency in all PAS functions. The Specialist works with other PAS Specialists in the department to ensure that other clinic functions are running smoothly and communicates problems to the PAS Supervisor or Department Administrator. This position reports directly to the Clinical

Practice Manager through the PAS Supervisor.

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.

Arranged Care

• Schedules new patient appointments on line, and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical records if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments.
• 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.

• 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.
• Must have demonstrable customer service skills both over the phone and face to face.
• Must have excellent attendance.
• Must have proven and effective communication skills.
• Must be detail oriented, highly accurate and able to multi-task in high volume situations.
• Must have demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present.
• Must have verifiable telecommunication skills with diplomacy and efficiency and use of multi-lined phones.
• Must be able to work independently with little direct supervision.
• Must be able to recognize problems and proactively solve or correct them.

• Basic computer experience with database knowledge.
• Knowledge of OHSU admission policies and PAS/authorization policies preferred.
• Knowledge of PAS procedures and integrated care at OHSU preferred.
• Knowledge of Epic systems.
• Knowledge of OHSU network systems, including Outlook and Microsoft Office products.
• Knowledge of scheduling and front desk.
• Basic medical terminology.

Standard work hours: M – F; 7:30 – 5:30 pm; hours may vary depending on operating needs Continual use of computers/phones. Option to telework 3x week after 6-12 month probationary period.

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.