The Adolescent and Young Adult (AYA) Medicine Clinic, located at the Center for Health & Healing Building 1 on the South Waterfront, provides comprehensive health services for individuals ages 10 to 24. The clinic offers primary care alongside specialized services, including reproductive health, gender-affirming care, and support for eating disorders.

 

This PAS Specialist Provides exceptional customer service to patients, providers, and internal teams, ensuring efficient and accurate support across all aspects of patient access. Responsibilities include verifying insurance and financial eligibility, obtaining authorizations, scheduling appointments, coordinating care services, and managing front-desk operations. This role also involves triaging patient phone calls, facilitating communication between patients and providers, and maintaining up-to-date training and competency in patient access protocols. Demonstrates proficiency with information systems, attention to detail, and a commitment to continuous process improvement. This position will assist with correspondence to patient's and referring providers per department protocol.

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, facility with available information technology, standard complaint processing, flexible coverage of internal service needs and the continuous application of process improvement methods and skills.

Patient Access:

• Coordinate patient care appointments and managed care as directed by physician and/or nurse staff; Serves as a liaison and information resource for physicians, and nursing support staff; Return phone messages; Direct patients to appropriate providers for other health care issues; Enter patient information accurately into OHSU databases and /or into the medical record when necessary. Check-in and check-out patients; Responsible for knowledge of, and correct handling of, cash collections for co pays and deposits; Documentation completed per OHSU cash handling protocol; Proper use of OHSU forms and documentation required for all patients.
• Gather and/or verify patient information including demographics, insurance coverage, and financial status in accordance with OHSU and OHSUMG best practices. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Has knowledge on how to schedule ancillary studies and referrals to other practices within OHSU Health Care system. Applies problem solving and negotiating skills in resolving patient concerns and problems. Educates patients of pre-pay amounts, monitors provider’s schedules and other managed care duties as assigned. Fills out patient financial responsibility forms when necessary. Enters all information accurately into OHSU databases or into the medical record when necessary. Cash handling is major responsibility of this position.

File Uploading and Document Scanning:

• Use Media Manager software in Epic to upload documents into patient’s charts for current medical care or referral purposes. Requires an extremely high level of attention to detail ensuring the correct records go into the patients chart. Maintain scanning through put in the department; high volume of records processed daily to maintain accurate data in patients EMR.

• 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. 
• Proficient computer skills including word processing.
• Extremly high level of attention to detail.
• Excellent verbal and written communication, listening skills and awareness of self.
• Demonstrated problem solving and negotaition skills in resolving patient concerns, scheduling challenges and managed care related problems.
• Must be able to perform the essential functions of the position with or without accommodation

• Bachelors level degree.
• Medical terminology preferred.
• CHAA Certification
• Experience in a medical and/or pediatric office setting.

This position works in a busy environment with many interruptions, multiple demands and interactions. This position will check in and check out a high volume of patient in the clinic while maintaining a high level of customer service by multi tasking, and scheduling.

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.