The PAS Resource Specialist (PAS-R) is responsible for handling all aspects of scheduling within the PHO & Infusion ambulatory department. This includes gathering correct patient demographics, financial information, confirming correct health coverage including managed care arrangements, and non-covered service status. Support each clinical team by scheduling ambulatory appointments/procedures/admits within the PHO & Infusion department utilizing telecommunications for arranged care and point of service operations to meet customer service expectations for Doernbecher. This position is a clinical service resource that provides additional support, personnel operation and other duties within the department. Serves a liaison advocating for patient needs within the care team. Effective communication and good attendance are critical for success in this position.

1. Customer Service

1. Provides high quality customer service to both external customers (patient, referring providers, etc.) and internal customers (OHSU Health providers, and staff) that meets or exceeds the service standards of the health care industry.
2. 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 continuous application of process improvement methods and skills.
3. Document accurately telephone calls from patients regarding requests for medication refills, complaints, general information inquiries, and urgent health concerns.

 

 

2. Arranged Care & Point of Service Operations

1. Greets patients and confirms that an appointment has been kept.
2. Verifies and updates the common data set on-line.
3. Explains and satisfies any necessary patient signature requirements.
4. Schedules patient appointments.
5. Obtains prior medical records and studies if appropriate.

1. 1. 1. Organizes records prior to uploading them into the patient electronic health record so that they are easy to access/follow.

6. Requests and then ensures that all diagnostic studies are available for viewing prior to the patient’s appointment (if appropriate).
7. Enters all information accurately into OHSU EMR or into the medical record when necessary.
8. Mails information packets.

1. 4. Reminds patients when follow up appointments for PHO clinic & Infusion appointments are due.

 

 

3. Telecommunications
   1. Multiple calls placed to schedule patient appointments and coordination of procedures.
   2. Assists PAS Team as needed with answering high volume incoming phone line.
   3. 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(s).
   4. Assists PAS Team as needed with calling patients 24-48 hours in advance of their appointment if they have not had their appointment confirmed via MyChart as well automated phone reminder and/or text message alert to confirm their scheduled appointment.
   5. Directs callers to other faculty, staff, or departments when appropriate.

 

 

4. Clinical Service Resource
   1. Shares PAS-R expertise and disseminates PAS-R information to PAS Specialists within the service area.
   2. Maintains a service-based working knowledge of diagnostic and procedural coordination.
   3. Fills in as needed for any subordinate PAS position within the service area.

 

5. Other Duties
   1. Successfully completes the required PAS initial training and core competency assessment before or during the trial service period.
   2. Completes all required updated modules.
   3. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.
   4. Maintains a clean, safe and orderly environment for the patients, family and clinical personnel.
   5. Maintaining supplies, equipment and forms, notifying appropriate personnel when cleaning and repair of equipment is needed following infection control policies, maintains knowledge of life safety, patient safety, fire and electrical safety and disaster plan.
   6. Assist with other duties as assigned.

 

6. Procedure/Surgery Scheduler.

1. Maintains current information regarding surgery schedules for service site providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP admission department and periop services.
2. Serves as a liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting department and periop services.
3. Collects from physician all information necessary to schedule a surgery/procedure/admission (This includes coordination of equipment needs, sedation, BM tech, PICC team, etc.)
4. Facilitates care arrangements by scheduling procedures, infusions, ambulatory admit appointments, and ancillary services as needed.
5. Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.

 

 

7. Personnel Operations

1. Gives instructions for other PAS personnel pertaining to PAS processes and procedures as well as performance.
2. Provides on the job training, orientation, guidance and coaching for new PAS personnel in the service area.
3. May be required to review work for conformance to standard and may be required to provide information assessment of other PAS workers’ performance to the PAS Coordinator or Nurse Managers.
4. Shares PAS expertise and disseminates PAS information to PAS Specialists within the service area.

 

 

• One year of work experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments,

                          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.
• The candidate will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.
• Advanced computer skills including MS Word.
• Extremely high level of attention to detail.
• Ability to multi-task in a high volume setting.
• Strong attention to detail and processes.
• Strong customer service orientation and excellent verbal and written communication and listening skills.
• Demonstrated problem solving, negotiation and effectiveness in confrontational customer interactions.
• Demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present employers.
• Ability to work autonomously, with a high level of accuracy, speed and exhibit a willingness to work with deadlines.

 

•    One year of work experience as a PAS Specialist.

•    OHSU Epic skills and online resource knowledge.
•    Successful completion of Epic PAS courses.

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

We are Oregon's only public academic health center.

In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.

All are welcome.

OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.

To request reasonable accommodation, contact askhr@ohsu.edu