This position directly supports the Pediatric Neurology practice by providing high quality customer service through prompt and professional communication on the phone and face-to-face, excellent problem-solving skills and by functioning as a team member. This position is responsible for being a liaison between the OHSU providers and patients, notifying patients of required follow-ups, scheduling visits, managing correspondence with the referring providers, verifying insurance and preparing materials for clinic. The PAS Specialist, schedules any new or follow up clinic appointments and ancillary procedures, they manage all incoming faxes, process mail coming in and mail needing to go out to patients, and answer incoming calls to the Pediatric Neurology call queue. This is a full-time position. Regular attendance is a requirement for effective facilitation of patient care.

1. Provides high-quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers 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 skills, facilitation with available information, technology, responsiveness to internal/external customers’ needs and requests, flexible coverage of internal services needs and the continuous process improvement methods and skills. Help investigate the nature of and solve communication problems between specialty offices and/or hospital. Edits and sends letters to outside providers.

2. Aids managed care authorizations for all consultations, procedures, office visits, and care arrangements by scheduling appointments and contacting other ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving managed care related issues with patients.

3. 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; Confirms and/or obtains prior approval referrals and authorizations for clinic visits and procedures; Provides necessary materials to front desk staff. Responsible for the follow up work queue to investigate missing information or denied claims. Assist with letters to appeal denied claims.

4. Schedules clinic appointments and ancillary procedures; makes appointment reminder calls; Requests, receives and prepares previous medical history, scans and lab results for new patients. Arranges ancillary appointments and interpreters when necessary, and accommodates other special needs whenever possible. Provides personal reminders by telephone to patients about upcoming appointments. Arranges associated clinical, diagnostic, or laboratory services; obtains authorizations when necessary. Directs patients to appropriate providers for other health care issues. Contacts primary care physicians or their designees to obtain authorizations for urgent care. Schedules return appointments; initiates authorization requests for subsequent care. Mails new patient information packets to new patients. Process incoming mail and faxes.  
  
5. Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns into EPIC. Delivers such information or requests promptly to the appropriate providers or their designees through EPIC inbasket messages and telephone encounters.     

6. Proofread and edit communications to referring providers; clearly and effectively communicate with schools regarding physical limitations and special accommodations for patients. Type business related correspondence, receives, opens, organizes, reviews and distributes mail. Responds to mail that is appropriate to be handled by PAS Specialist. Prepares and offers any additional assistance to faculty as required. Assists Division Manager with administrative and clinical duties as assigned and other general office activities. Maintains clean and organized workstation and office.

 

• One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and obtaining managed care authorizations. 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.

• 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.

• Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU. 

• 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 compter programs. Typing skills of at least 45 words per minute.

• Thorough knowledge and experience with multi-line phones. 

• Proven excellent work attendance record.

 

This position also comes with great benefits! Some highlights include:

• 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

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.