This position supports the Department of Dermatology by providing exceptional customer service through prompt and professional communication skills, exceptional phone service, and excellent problem solving skills. Schedules patients primarily through phone contact, gathers and records required information about patients; confirms health insurance coverage and individual’s obligations, obtains necessary authorizations for care, schedules physician office and ancillary appointments, and assists patients in an office or practice setting. This position also provides guidance and leadership to other PAS positions. Monitor and maintain medical records for patients to be compliant with current polices, standards and procedures. The employee in this position promotes OHSU's mission statement by delivering high quality, cost effective, family-oriented service. This position helps to create a collaborative environment by integrating education, research, and clinical leadership.

• CUSTOMER SERVICE/ENROLLEMENT & AUTHORIZATION: Provide 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, primarily as a phone operator and scheduler, facilitate with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills.
• Gather and/or verify 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. Scheduling of Departmental and ancillary appointments per guidelines and protocol.
• TELECOMMUNICATIONS/ARRANGED CARE/INTEGRATED CARE: Schedules new patient appointments on line, and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical records 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.
• Triage and document accurately telephone calls from patient including requests for medication refills, complaints, general information inquiries and urgent health care concerns. Facilitate retrieval of required information and delivers such information or requests promptly per Departmental protocol.
• 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.
• TRAINING & COMPETENCY/PERSONNEL OPERATIONS/CLINICAL SERVICE RESOURCE: Cross train and cover other PAS Specialist positions as needed. Complete successfully the required PAS initial training and core competency assessment before and during the trial service period. Complete all required update modules. Maintain core competencies and demonstrate continuous application of these skills through the period of employment.
  
• Gives instruction for other PAS personnel pertaining to PAS processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS personnel in the service area. May be required to distribute PAS duties within a defined work-group and to review work for conformance to standards. May be required to provide informational assessment of other PAS workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor.
  
• Shares PAS expertise and disseminates PAS information to PAS Specialists within the service area. Instructs co-workers as needed in user skills for PAS system software including RSS, Order Entry, LCR, EAD, and the Minimal and Common data sets. Maintains a service-based working knowledge of diagnostic and procedural coding. Fills in as needed for any subordinate PAS position within the service areas

• 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.

• High School Diploma or GED
• Working knowledge of medical terminology.
• Proficient in university network computer applications using Windows, Epic, and Microsoft Office.
• Demonstrate evidence of strong written and verbal communication skills.
• Ability to manage competing priorities; meet deadlines and urgent patient and system needs; and to work independently.
• Willingness to serve as a positive and professional role model.
• Must have demonstrable record of reliable attendance, punctuality and proven successful performance.
• Basic computer keyboarding skills including typing of 30-45 wpm. Strong relationship building skills with patients, health plans, providers, staff, management and co-workers.
• Exceptional customer service skills: both in-person and on the phone.
• Exceptional interpersonal skills: able to resolve conflicts and to problem solve between parties.     

• Must be able to work in a high volume, high demand clinic setting. Conditions include lots of sitting and headset usage when working with phones. When working at the checkout or check in desks must have the ability to sit for several hours at a time. Work hours vary between 0700-1730 (8hr shifts).  Minimal contact with human tissues/fluids.  
• Ability to carry and lift up to 10-15 lbs. Ability to sit for several hours at a time. 

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.