This position supports a range of administrative and clinical support functions for the Spine Center. The PAS Resource Specialist is responsible for work in the areas of financial screening, patient eligibility for services, managed care and other health care contract terms, billing and coding, and complex patient referrals. The PAS Resource Specialist gathers and records required information about patients; provides specific customer services which include screening for financial eligibility, confirming health insurance coverage and individuals' obligations, obtaining necessary authorizations for care, coordinating medical, surgical, and diagnostic test appointments, and assisting patients in an office and clinic setting. Duties include processing pre-authorization requirements with outside entities, handling incoming calls, processing new patient referrals, return visit requests, provider inquiries, as well as reviewing outpatient instructions with the patient and triaging phone calls related to patient care. This position may also provide instruction to PAS-S personnel on processes and procedures and will provide cross-coverage and fill-in coverage as needed for department PAS-S and PAS-R roles, as directed by the supervisory team.

Customer Service: Provide the highest level of customer service to both external customers (patients and their families, referring providers, insurance carriers, etc.) and internal customers (OHSU health care providers and staff) that meet or exceed the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, crisis management, competency of available information technology, standard complaint processing, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. Check-out patients; Responsible for knowledge of current OHSU cash handling protocol; Proper use of OHSU forms and documentation required for all patients; Follow department specific policy on cancellations and reschedules including proper documentation in the EMR.

 

Surgery Scheduler: Maintains current information regarding surgery schedules for service site
providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician all information
necessary to schedule a surgery (including ICD10 codes, equipment needs, etc.). Maintains surgery information to OR as soon as received. Starts insurance process and obtains authorizations. Facilitates care arrangements by scheduling peri-operative services, PMC clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.

 

Call Processing: Responsible for connecting the patient with the appropriate individual to progress their care in the clinic through warm transfer. Create telephone call encounters from patients in the EMR which will include accurate documentation of requests for medication refills, complaints, general information inquiries and urgent health care concerns; Triage calls to the appropriate staff for patient care /needs assessment; Process calls (answering, screening, routing, paging etc.) in a timely,
polite, professional manner; Route calls to appropriate conclusion; Provide information to callers, including directions, addresses and hours of operation; Use schedules and departmental procedures to locate appropriate on-call person for internal and external callers.

 

Other duties as assigned.

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.

Education:

High School diploma or equivalent

 

Experience:

Medical office experience

 

Job Related Knowledge, Skills and Abilities (Competencies):

• Epic scheduling experience.
• Formal customer service training.
• Surgery scheduling experience.

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.