The PAS Specialist schedules and coordinates multiple clinic and ancillary appointments for patients seen in multiple Pediatric Specialties clinics. This position requires high volume phone work and high-volume work queue and in-basket processing, along with maintenance, upkeep, and scheduling off the active request and recall work queues in Epic. This position will be responsible for making outgoing calls and receiving incoming calls to schedule new and return patients. This position is also responsible for maintaining a high-volume fax machine for the Pediatric Specialties Department. Prompt and professional communication with provider and RN teams is essential to ensure a positive experience for patients. Excellent customer service skills are essential to succeed in this 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 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.
Point of Service Operations: Front desk duties include greeting patients and confirming that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line.
Arranged Care: Schedules new patient appointments on line and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical record 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.
Enrollment & Authorization: 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.
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.
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.
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. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.
Other tasks as assigned: Including, department meetings, process improvement work, training/onboarding new staff.
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
Applicants must have a positive attitude and compassion for patients experiencing difficult emotions arising from health care situations.
Requires a self directed and organized individual who can excel in a busy environment.
Applicants must work effectively with providers, managers, and peers and exhibit excellent customer service and communication skills.
Excellent verbal and composition skills and ability to convey detailed and complex medical information.
Excellent proficiency in computer programs including MS Office (Excel, Word, Powerpoint, etc) and medical based computer programs. Typing skills of at least 45 words per minute.
Thorough knowledge and experience with multi-line phones.
Proven excellent work attendance record.
Formal customer service training.
Front desk and cash handling experience.
Benefits:
Two raises per year – One at anniversary date and one across the board annual increase
Vacation- up to 200 hours per year depending on length of service
Medical, Dental, and Vision Insurance- Covered 100% for full-time employees and 88% for dependents, and $25K of term life insurance provided at no cost to the employee
Flexible spending accounts & Health savings account options
Retirement Plans: Oregon PERS Plan or employer matching plans like 403b,401a, and 457b
Sick Leave- up to 96 hours per year
8 paid holidays per year
Substantial Tri-met and C-Tran discounts
Tuition Reimbursement
Employee Assistance Program (EAP)
Public Student Loan Forgiveness eligibility
Onsite Childcare Service & Gym
Health & Wellness Program
Career Center
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