This position directly supports the department objectives to provide excellent clinical care through professional response to patient needs related to scheduling and authorization of outpatient appointments and surgery. The PAS Resource Specialist provides assistance to other PAS personnel in the use of PAS network software and department-specific scheduling issues. The PAS Resource 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 Resource 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

Key Responsibilities & Performance Standards

• 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 ICD9 codes, equipment needs, etc.). Maintains surgery information to OR as soon as received. Starts the insurance process and obtains authorizations. Facilitates care arrangements by scheduling preops, PAT clinic, ancillary and clinical services as needed. Apply problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems
• 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 for new patient appointments online, and manually if necessary. Obtains prior medical records and studies if appropriate. Create a medical record if needed. Arrange stretchers, wheelchairs, and interpreters when necessary, and accommodate 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.
• Administrative Support for Assigned Surgeon: Scheduling meetings, managing calendar, legal correspondence, appeal letters, coordinating travel, projects, and 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

• Proficiency with MS Office (including Outlook, Word, and Excel).
• Thorough knowledge of electronic patient scheduling programs.
• Experience with database entry.
• Excellent verbal and written communications skills.
• Strong customer service orientation. Demonstrated effectiveness in confrontational customer interactions. Effectively deal with highly emotional needs of surgical patients and individuals
• Managed care (using E.A.R.L. to process all Managed Care; expert in working Referrals Received and Referrals to Submit reports.)
• Strong team/collaborative skills. Ability to solve problems within a team environment
• Strong critical thinking/problem solving skills.
• Orthopaedic Experience
• Surgery Department Experience.
• Experience with Diagnostic Authorizations.
• Orthopaedic Experience
• Surgery Department Experience.
• Experience with Diagnostic Authorizations.

• Knowledge of OHSU system software including EPIC, Op-time, and electronic eligibility systems (i.e. Veripoint).

Standard work hours:  M – F; 7:30 – 5:30 pm; hours may vary depending on operating needs

Continual use of computers/phones. Telework M-F

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.