The Patient Access Service Specialist gathers and records required information about patients; provides specific customer services which include screening for financial eligibility, confirming health insurance coverage and individual’s obligations, obtaining necessary authorizations for care, scheduling appointments, and assisting patients in an office or clinic setting

 

The function of the PAS Specialist position within the Center for Women's Health is to bridge the gap between check in and check out of our patients.  In addition to that function, a bigger part of the PAS Specialist role is to answer the phones coming into the Center and schedule appointments, direct patients to where they need to go, and answer any questions pertinent to the scheduling of appointments.  This position is the first person the patient talks with when calling and needs to possess excellent customer service skills.  This is reflected through prompt and professional communication skills, face-to-face customer contact, and problem-solving skills. This position will provide support to all CWH locations.

Key Responsibilities & Performance Standards

• Customer Service - Provide high quality customer service to both external customers (patients, referring providers, insurance carriers) and internal customers (OHSU health care providers, 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, standard complaint processing, flexible coverage of internal and external service needs, and the continuous application of process improvement methods and skills.  Document accurately telephone calls from patients regarding requests for medication refills, complaints, general information inquiries, and urgent health care concerns. 
• Check patients in - When the patient arrives for their appointment, the PAS greets the patients and confirm that an appointment has been kept. They will inspect insurance cards and/or authorization notices.  Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures.  Explain and satisfy any necessary patient signature requirements, verifies the demographics, Insurance, and appointment time.  The PAS will also have the patient sign needed paperwork and check the patient into the Epic Cadence system.  The PAS may need to talk with the patient about Research Studies happening in the CWH, among other general information the patient may need.   The PAS is also communicating with the Clinical Staff so they can communicate if Providers are running late or need something additional from the patient
• Schedule patient appointments – The PAS also work in the Call Center within the CWH.  In the Call Center, the PAS answers the incoming phone calls.  They are scheduling appointments, sending in-basket and Telephone encounters to Nurse and Providers via the Epic system.  They also will arrange patient transportation through OHSU's internal transportation systems when necessary and accommodate other special needs whenever possible (Language interpreters, Hearing impaired Interpreters, etc.).  The PAS are also involved in obtaining prior medical records and images if appropriate.  If needed, they follow-up and track requests for outside records.

• 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 

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note:  Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.  Contact Compensation for confirmation of eligibility. 

• Excellent customer service skills, both over the phone and face to face.
• Detail oriented, highly accurate, and able to multi-task. Ability and experience working within a team. Professional appearance and the ability to apply problem solving skills to difficult customer service situations. Must have proven record of reliable attendance, punctuality, and proven successful performance at past and present employers.   
• Demonstrates excellent communication, telephone, customer service, prioritizing, and problem-solving skills; strong team building skills with staff, patients, health plans, providers, management; including communication and conflict resolution; patient advocacy skills, basic computer keyboarding skills including typing 30-45 wpm, self-reliant and independent work habits that succeed in problem-solving and decision making; handle multiple complex transactions, and work in a team environment; demonstrated professional voice tone. The CWH has multiple Specialties working in the Center.  It is extremely important that this applicant has a basic understanding of women's health. 
• Experience working in a Women's Health Clinic. 
• 1-year experience in a customer Service related field, which includes high volume/ multi-lined call center phone work.

The CWH is open Monday – Friday.  This position is a Women’s Health Clinic so the PAS may be exposed to human fluids/tissues on occasion

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.