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.

Customer Service: - Provides high quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meets or exceeds OHSU’s performance expectations. This duty includes prompt and professional communication efforts, face-to-face customer service 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. Telecommunications: - Answers telephone and triages calls to determine urgency; leaves messages for appropriate care team members, and follows-up on telephone inquiries; directs callers to other faculty, staff or departments when appropriate. 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. Faxes: - Receives reviews and distributes all facsimile communication. Ensures that urgent requests or faxes with reply deadlines are brought to the immediate attention of the faculty or staff member to whom the fax was sent. Arranged Care, Enrollment & Authorization: - Schedules new patient consults and follow up appointments; obtains prior medical records and studies if appropriate; 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; 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; mails information packets; reminds patients when follow up appointments are due; obtains and prepares OHSU medical records before scheduled appointments. Integrated Care: - 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. Point of Service Operations: - Greets patients, confirms appointment is kept and accurately checking patients in, verifying demographics and referring providers, alerting back office staff of patient arrivals, collecting copays and deposits provides receipts and ensuring that patients complete all necessary paperwork. Also responsible for checking patients out, scheduling and rescheduling follow up appointments, connecting patients with other departments for diagnostic studies, setting recall plans for follow up and ensuring that all patients have been fully checked out by the end of the day.

- Provides high quality customer service to both external customers (patients and families, referring providers and insurance carriers) and internal customers (OHSU and DCH providers, staff and employees) that meets or exceeds the service standards of the health care industry and OHSU/DCH. This duty includes prompt and professional communication efforts, exemplary phone etiquette, flexible coverage of internal service needs and a continuous, seamless, follow through. - Gathers and verifies patient information including demographics, insurance coverage, Primary Care Provider (PCP), guarantor demographics and status, and financial status. - Schedules in person return patient appointments in EPIC Cadence accurately, thoroughly and with strong customer service skills - Calling out on patients to schedule folllow-up appointments - Answering Pediatric Neurology phone calls and scheduling appointments or triaging calls to the appropriate group or person. - Maintain Specialty department fax machines and provide support with referral work queues, scheduling reports, and sending out applicable letters to patients and facilities. - Working Epic in-basket messages

Schedule new and return patient appointments and surgical or special procedure testing when appropriate.  Gather all necessary demographics and registration information.  Accommodate other special needs whenever possible.  Mail information packets.    Greet all customers (face to face or by phone) and serve as a receptionist for the practice. Provide high quality service to customers (patients, referring providers, and insurance carriers) 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, triaging upset customers. Receive patients arriving for appointments and help patients with check out process.    Copy insurance cards and/or authorization notices and verify insurance coverage.  Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures.  Verify and update the common data set on-line.  Explain and satisfy any necessary patient signature requirements.     Prepare patient charts for new patients and pull charts as needed.  Print schedules and distribute.  File referral information, correspondence and other patient related information.   Pull recall sheets and call patients to schedule them, sending notes if unable to reach them.   On an as needed basis, be able to perform duties as assigned by supervisor (including, but not limited to front/back office duties including billing, quoting of deposits, co-payments and payments, optical support).  This includes duties at other Casey satellite offices as directed by supervisor.   Perform end of day duties following CEI protocol and guidelines (batching out cash/checks/credit card, checking encounters for missing information, and giving appropriate documentation to designated area for posting); reconcile cash receipts per CEI policy and maintaining front office cash drawer as appropriate.

- Provide high quality customer service to both external customers (patient, referring providers and insurance carriers) and internal customer (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 complain 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, enter all information accurately into OHSU databases and scheduling system.  Scheduling appointments per guidelines and protocol. - Triage and document accurately telephone calls from patients including request for medication refills, complaints, general information inquiries and urgent health concerns.  Facilitate retrieval of required information and delivers such information or request promptly per Departmental protocol. - Greets patients and checks them in prior to being seen by a clinical provider. This includes but is not limited to careful review of insurance, demographic information. Collects deductible payments, co-payments, and deposits on services. - Scheduling patients either by phone or in person as per check out notes for follow up appointments, new patient, procedures per Departments protocol.

Triage phone calls, dispensing appropriately, including facilitation of prescription refills, consults, walk-ins and emergencies. Call patients to confirm appointments.  Check-in/out patients at the front desk, schedule follow-up appointments as needed. Copy and mail patient records as requested within HIPPA guidelines.  Answer phones, triage and dispense calls appropriately for genetics.  Receive information by phone from referring physicians, clinics and/or patients, schedule appointments.  Procure necessary records from referring physicians, mail new patient information packets, serve as patient advocate when possible by assisting with transportation and accommodation arrangements.     general office duties to include filing, scanning, projects and other various tasks as assigned. Perform cash handling and billing duties in a timely and thorough manner. Duties include educating patients on related billing issues as appropriate, quoting self-pay patients when indicated, collecting co-payments and past due balances when indicated, providing patients with appropriate receipts per CEI procedures, performing end of day duties following CEI protocol and guidelines (closing/balancing cash drawer and giving documentation with monies to designated person)   Customer Service.  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, face-to-face customer contact skills, excellent customer service skills. Schedule new and return patient appointments, including residents and faculty, ancillaries and surgeries; prepare patient appointment list. Greet patients and confirm that an appointment has been kept.  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.  Prepare charts for patient appointment, as desired by each physician.   Confirm or obtain pre-authorizations from 3rd party payers. Enrollment & Authorization.  Gather and/or verify patient information including demographics, insurance coverage, and financial status.  Confirm patient eligibility for health care coverage and clarify any managed care arrangements.  Obtain authorizations for clinical care, procedures, and laboratory studies.  Enter all information accurately into OHSU databases or into the medical record when necessary.  Follow up on pending authorizations.   Arrange Care.  Schedule new patient appointments on line.  Obtain 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.  Mail information packets.  Provide personal reminders to patients about upcoming appointments.  Obtain and prepare OHSU medical records before scheduled appointments.  Assist Casey staff with supporting administrative clinic functions including filing and pulling patient charts, sending and faxing medical records when indicated, and assisting staff with mail distribution.   Integrated Care.  Arrange and order associated clinical, diagnostic, or laboratory services; obtain authorizations when necessary.  Direct patients to appropriate providers for other health care issues.  Complete and route direct referrals to other clinical services.  Contact primary care physicians or their designees to obtain authorizations for urgent care.  Schedule return appointments on line, and manually if necessary; initiate authorization requests for subsequent care.   Other clinic or administrative duties as assigned by supervisor.

The Hospital Dental Services (HDS) Patient Access Service (PAS) Specialist provides courteous and comprehensive administrative support services for patients, students,faculty, staff, and visitors at the Hatfield clinic at the Hospital Dental Services and Pediatric Dental Surgery Clinic at Doernbecher Children's Hospital. These duties include but are not limited to answering phones, patient registration, managing and coordinating schedules, and other administrative tasks as assigned that support Hospital Dental Services.   The HDS /DCH PAS Specialist works in a high public contact area dealing with patients and staff in a positive and consistent manner. Each employee must interact with the patients, some in acute dental pain and some with special needs or medical fragility, in a friendly, knowledgable, and appropriate manner.   The HDS /DCH PAS Specialist may be deployed to another clinic to cover areas at peak times or during vacation, leave, illness, or other staff coverage, as needed. The HDS /DCH fPAS Specialist must be flexible and be able to complete work with considerable independence on a daily basis.   This position is responsible for knowing HDS clinic policies including but not limited to appointment scheduling, payments, and insurance, and must be able to communicate these policies with patients, students, faculty, and staff. She/he 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, facility with available information, technology, flexible coverage of internal service needs, and the continuous participation in process improvement methods and skills. This position performs in a manner which maintains the confidentiality and privacy of each patient, promotes positive health habits through appearance and attitude. He/she supports and adheres to the Code of Conduct and Policies and Procedures of both OHSU Hospital and clinics and Hospital Dental Services; models ethical and appropriate behavior, professional standards, compliance and personal integrity; adheres to the rules and regulations of hospital accreditation requirements. 

Customer Service: 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.  Training and Competency: Successfully complete the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.    Clinical Service Resource: Shares PAS expertise and disseminates information to other PAS personnel. Serves as an expert user of PAS systems software including RSS, Order Entry, LCR, EAD, and the Minimal and Common Data Sets. Maintains working knowledge of diagnostic and procedural coding appropriate for the service area. Maintains PAS Specialist skills in the areas of enrollment and authorization, arranged care, point-of-service operations, integrated care, and telecommunications. Provides direct customer service in a PAS Specialist role for a minimum of three half-days per quarter in different administrative clusters. May be required to fill as needed for any subordinate PAS position within the service area. When necessary, communicates directly with patients or other customers who have encountered difficulty accessing health care at OHSU.   Personnel Coordination: Assists the employment supervisor with interviewing and hiring PAS Specialists and PAS Resource Specialists. Orients new employees and makes arrangements for training. Monitors for timely completion of training requirements and demonstration of core competencies. May be required to assign and approve PAS-related work. Investigates PAS-related performance problems, and prepares the standard PAS accountability documents up to and including removal of PAS system access. Works conjointly with the employment supervisor to counsel employees, develops work plans, and, when requested, provides supervisor with input regarding progressive discipline. Prepares PAS Performance Assessments, and provides this documentation to PAS Central and to the employment supervisor. Communicates performance expectations and PAS policies and procedures. Assists employees with problem identification and resolution. May be required to coordinate PAS personnel work schedules (including teleworking plans) and time-away, and to arrange coverage for absent PAS personnel when necessary.    Clinical Operations Monitoring: Investigates clinic scheduling errors, patient volume and flow, missed appointments and rescheduling, providers’ time utilization and phone service metrics; recommends operational changes as needed. Investigates claim denials, particularly for evidence of PAS non-compliance; communicate findings to appropriate PAS personnel and providers. Reviews cash-collected statistics with anticipated collections data, and investigate discrepancies. Investigates patient and provider complaints, and develops appropriate corrective action plans. Maintains accurate provider templates and listings of available clinical services for the cluster.  Oversees opening and closing clinic standard work and procedures.  Works closely with clinic manager and division managers to ensure the clinic operations functioning throughout the day.  Administrative Operations. When requested, assists in the preparation of revenue and expense budgets for the service-based PAS cluster. Reconciles and deposits funds collected by PAS personnel. Troubleshoots equipment problems and initiates new equipment requests.  May be required to maintain equipment and space inventories. Maintain appropriate work flow, procedures and equipment for teleworking PAS staff.  Serves as an ITG Network Contact and telecommunications phone counselor for the PAS cluster. May be required to serve as a TACs timekeeper. Participates in PAS CQI activities. 

Customer Service: - Provide high quality customer service to both external customers (patients, referring providers, clinics, insurance carriers) and internal customers (OHSU health care providers, staff) that exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face and telephone customer contact skills, crisis management, familiarity with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. Arranged Care: - Obtains prior medical records and imaging studies if appropriate. Answer multi-line telephone, aid with clarifying orders, and notifying clinics of errors. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodate other special needs whenever possible. Mail information packets. Provide personal reminders to patients about upcoming appointments. Schedule patient appointments. Accurately assess what type of appointment is needed and with which breast specialist, and schedule correctly. Schedule all breast imaging appointments, including but not limited to mammography, ultrasound, MRI, and procedures. Prepare necessary paperwork and labels for both phlebotomy specimen collection and imaging exams. Verify orders using Epic. Obtain prior medical records and images if appropriate. Track requests for outside records to ensure receipt and processing prior to appointment. Arrange for digitizing of outside images (film and CD). Burn CD of images for patients or providers upon request. Return medical records and images as appropriate. Demonstrate ownership and authority for the tracking and maintenance of records. Point of Service Operations: - Greet patients and confirm that an appointment has been kept. 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. Verify and update the common data set on-line. Monitor patients waiting for services and follow-up with staff and management as necessary regarding delays. Explain and satisfy any necessary patient signature requirements. Demonstrates ownership and authority for the patient experience while in the waiting room and on the phone. Enrollment & Authorization: - Gather and/or verify patient information including demographics, insurance coverage, and financial status. Confirm patient eligibility for health care coverage and clarify any managed care arrangements. Verify appropriate accounts are active and associated with services to be received. Confirm authorizations for imaging procedures and laboratory studies. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations until they are obtained.

Customer Service: Provide the highest level of customer service to both external customers (patients and their families, referring providers, insurance carriers, etc.) and internal customers (OHSU health care providers and staff) that meet or exceed the service standards of the health care industry. This duty includes prompt and professional communication efforts, crisis management, standard complaint processing, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. Patient Access: Coordinate and schedule patient care appointments and managed care as directed by physician and/or nurse staff; Serves as a liaison and information resource for physicians, and nursing support staff; Return phone messages; Prepare and mail new patient information packets; Direct patients to appropriate providers for other health care issues; Complete and route direct referrals to other clinical services; Enter patient information accurately into OHSU databases and /or into the medical record when necessary.  Proper use of OHSU forms and documentation required for all patients.  Gather and/or verify patient information including demographics, insurance coverage, and financial status in accordance with OHSU and OHSUMG best practices. Confirm patient eligibility for health care coverage and clarify any managed care arrangements.  Initiates authorization requests for subsequent care. Enter all information accurately into OHSU databases and /or into the medical record when necessary.  Documents in EMR as trained by OHSU EPIC policy and procedures. Has understanding and knowledge on how to create referrals and appointment requests for all patients referred to DHC.  Has knowledge on how to schedule ancillary studies and referrals to other practices within OHSU Health Care system. Applies problem solving and negotiating skills in resolving patient concerns and problems. Follow up on pending authorizations until they are obtained.     Telecommunications: Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, voicemails and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees. Other administrative duties as assigned. Answer all calls directed to the DHC. Schedule basic patient appointments over the phone. Process calls in a timely, polite, and professional manner. Follow DHC standard work to connect new patients to the appropriate scheduling teams. Supports C3 with call overflow and patient needs more appropriate for clinic staff to address.    File Uploading and Document Scanning: Use Media Manager software in Epic to upload documents into patient’s charts for current medical care or referral purposes.  Requires an extremely high level of attention to detail ensuring the correct records go into the patients chart. Maintain scanning through put in the Digestive Health Center; high volume of records processed daily to maintain accurate data in patients EMR.  Administrative/Integrated Care Duties: Provide administrative support to DHC Clinic Management. Order supplies, place computer access requests, arrange meetings, other duties as assigned. Continued Professional Development: Participate in appropriate educational activities that enhance general knowledge or ability to do assigned work; Attend staff meetings and other informational sessions; Read vendor documentation, trade publications, or other appropriate publications; interact with peers and other employees to receive and disseminate information.   Teamwork and Collaboration: Participates with team members in daily huddle discussing daily work for the team to align with OHSU service standards. Must have strong communication, listening skills and awareness of self.

- Responsible for all processes involving checking in of patients prior to being seen by a clinical provider. This includes, but is not limited to, careful review of insurance and demographic information with each patient and recording changes within EPIC, verifying account status, authorization information and copay/prepay information with patient in EPIC, collects co-pays and payments, contacting managed care staff when discrepancies arise, notifying clinical staff when patients arrive, process check in paperwork in a timely fashion and makes it available to clinical staff as soon as it is complete, monitors how long patients are kept in waiting room and intervenes as necessary, as well as other responsibilities associated with efficient and effective checking in of patients.    - Responsible for all processes involved in the checking out of patients after being seen by a clinical provider. This includes, but is not limited to, scheduling return appointments, assisting in scheduling of ancillary tests as requested by providers, collect all fee tickets for each day, contact managed care staff when information is missing that is needed to process fee tickets, instruct patients on disability form process, and other responsibilities that may be associated with this position. Enters balances/copays paid into the database.   - Assist in referral processing and scheduling. This includes verifying insurance and eligibility, requesting MCC to initiate authorizations for outpatient visits, educating patients about pre pay amounts, monitoring provider schedules, scheduling appointments for new and return patients and other duties as assigned. Processing of faxes and incoming referrals to ensure they get scheduled with appropriate provider. - Answering phones for the main clinic scheduling line.  Scheduling appointments, confirming calls, taking messages, triaging and routing calls as appropriate. - All responsibilities must be carried out in an ethical and professional manner with a high level of attention to detail. This position/employee should report potential compliance problems using the reporting processes as outlined in the Code of Conduct manual. This position/employee should be a model of ethical and appropriate behavior for other departmental personnel and should exhibit professional standards, comply with OHSU policy and procedures and maintain personal integrity at all times. Participation in compliance and procedural training programs is expected. It is expected that this position/employee comply with the Code of Conduct, OHSU and departmental policies & procedures, applicable rules, regulations, etc.

- Responsible for all processes involving checking in of patients prior to being seen by a clinical provider. This includes, but is not limited to, careful review of insurance and demographic information with each patient and recording changes within EPIC, verifying account status, authorization information and copay/prepay information with patient in EPIC, collects co-pays and payments, contacting managed care staff when discrepancies arise, notifying clinical staff when patients arrive, process check in paperwork in a timely fashion and makes it available to clinical staff as soon as it is complete, monitors how long patients are kept in waiting room and intervenes as necessary, as well as other responsibilities associated with efficient and effective checking in of patients.  - Responsible for all processes involved in the checking out of patients after being seen by a clinical provider. This includes, but is not limited to, scheduling return appointments, assisting in scheduling of ancillary tests as requested by providers, collect all fee tickets for each day, contact managed care staff when information is missing that is needed to process fee tickets, instruct patients on disability form process, and other responsibilities that may be associated with this position. Enters balances/copays paid into the database.  - Assist in referral processing and scheduling.  This includes verifying insurance and eligibility, requesting MCC to initiate authorizations for outpatient visits, educating patients about pre pay amounts, monitoring provider schedules, scheduling appointments for new and return patients and other duties as assigned. Processing of faxes and incoming referrals to ensure they get scheduled with appropriate provider. - Answering phones for the main clinic scheduling line. Scheduling appointments, confirming calls, taking messages, triaging and routing calls as appropriate.  - All responsibilities must be carried out in an ethical and professional manner with a high level of attention to detail. This position/employee should report potential compliance problems using the reporting processes as outlined in the Code of Conduct manual. This position/employee should be a model of ethical and appropriate behavior for other departmental personnel and should exhibit professional standards, comply with OHSU policy and procedures and maintain personal integrity at all times. Participation in compliance and procedural training programs is expected.  It is expected that this position/employee comply with the Code of Conduct, OHSU and departmental policies & procedures, applicable rules, regulations, etc.  

Outpatient Clinic: - Greet and check-in new patients to the practice providing a high level of customer service in preparation for the visit. This position will also check in / out established patients, make return appointments, answer incoming calls, provide high quality customer service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff) that meet or exceeds the service standards of the health care industry. Obtain prior medical records and studies when appropriate. Enter all information accurately into OHSU databases or into the medical record when necessary. Answer all basic appointment questions. Determine and collect co- payments/cash handling. Applies problem solving and negotiating skills in resolving patient concerns. Provides high level of support to providers and patients. Telecommunucation:  - Answer incoming phone calls, verify account information including, but not limited to, demographics, insurance, and Primary Care Provider. Will schedule appointments including but not limited to new patient, ancillaries, procedure services, and follow-up appointments. Maintains current information on all managed care insurance plans and is up-to date with all insurance plan changes, utilizing information to efficiently and effectively obtain authorizations as appropriate. Solid understanding of ICD10/CPT coding requirements and issues. Responsible for keeping the schedule flowing smoothly and on time. Applies problem solving and negotiating skills in resolving patient concerns. Creates telephone and routes telephone encounters with accurate information for medical staff from patients or patient’s representative. Manages providers schedule and completes administrative work for team providers. Enrollment & Eligibility: - 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. Obtains authorizations for clinical care, procedures, and laboratory studies. - Performs other administrative duties and/or projects as requested by providers, managers, and supervisors. - Offers MyChart access.

The Patient Access Service Specialist (PAS) is the first point of contact in person and via phone for the Department of Neurology. The PAS provides high quality customer service to both internal and external customers. The work environment is both on campus and remote work supporting a call center and front office duties. This position involves serving on a rotational basis to assist with the front office check-in and check-out desk. PAS tasks include but are not limited to gathering and recording required information about patients, provide specific customer service including screening for financial eligibility, confirming health insurance coverage and individuals’ obligations, obtaining necessary authorizations for care, scheduling appointments, answering a high volume incoming phone line, taking detailed messages including refill requests and routing to the appropriate person, and assisting patients in an office or clinic setting. This position requires an attention to detail, strong ability to multi-task and exceptional customer service skills.   ***Please include a cover letter with your application.  

General work hours are Monday through Friday, 0800 – 1700.  Position location will be in SE Portland East Portland Clinic.  Weekend and evening work may be required.  Employee will need to flex hours as needed to achieve required outcomes of position. - Clinical Practice Management: - Develops, maintains, and implements practice policies and procedures. A key leader of transformative changes to the care delivery model as it is adapted to the rapidly changing health care environment.  Provides leadership on development and implementation of standards of practice. - Leads and participates on committees. Ensures practice compliance with regulatory requirements. - Oversees inventory of all supplies and equipment. - Serves as liaison in coordination of support services for practice operations. - Leads and/or assists with implementation of grants and projects. - Demonstrates knowledge of standards developed by organizations monitoring patient care including, but not limited to DNV and CLIA. In conjunction with clinical staff, coordinates patient flow. - Monitors patient outcomes, especially patient experience, as well as quality metrics in general. Actively shares results with staff and develops appropriate action plans for improvement. Ensures that patient education materials are available and current. - Assists in planning and scheduling patient education classes and related services. - Personnel Management: - Assumes responsibility for coordination of all clinical activities for faculty clinicians and residents, in conjunction with the Medical Director. Works with Medical Director regarding faculty and resident issues.    - Directs the work and supervises the Front Office Supervisor and the Back Office Supervisor. Indirectly supervises front office staff and back office staff. - Monitors direct patient care to ensure appropriate use of all front and back office staff. Monitors staff adherence to policies/procedures and to maintenance of standards of care. Plans, assigns and approves work. - Ensures assigned staff adequately meet workload requirements. Hires, evaluates, counsels and dismisses personnel. Responds to AFSCME grievances. Conducts staff meetings. Recommends salary adjustments. - Identifies training and development needs of staff and coordinates inservices to meet staff needs. Orients new staff and coordinates training. - Monitors staff time and attendance Oversees patient complaints and monitors customer service delivery. Makes periodic reports to the Richmond Board of Directors and the Board's Quality Committee regarding the patterns of complaints and our responses to them - Administrative Functions: An active key member of the Leadership Team: - Leads in setting and achieving goals and objectives for the practice and provide direction and guidance for other clinic managers and supervisors. - Actively participates in drafting the annual budget. - Demonstrates knowledge of capital purchases, payroll and billing processes.  Keeps abreast of all expenditures, revenues, workloads and general clinic - Works with CFO to create and meet budget expectations. - Assists with QI planning and implementation, particularly with Lean projects. - Leads and assists with development of new programs; implement security protocols and Patient Experience interventions   - Key Deliverables of the role: - Focus on growing visit volume while maintaining balanced budget. Patient experience scores, clinical compliance, high functioning staff, efficient patient flow/clinical operations - Participates in oversight of grant proposals, quality assurance and data reporting to ensure benchmarks and deadlines are met - FQHC (Federally Qualified Health Center) – Knows and understands complience for all FQHC requirements, actively participates with the community, safetynet community, organizations and others around underserved patient population issues and initiatives. Ensures that all compliance related reports and forms are submitted on time - example: cost reports, AMP reports, grant reports and others Job titles of employees supervised: Clinical Operations Supervisor, Admin Coordinator, Eligibility Specialist, Care Coordinator. Indirect Reports: PAS Specialist, PAS Resource, MA’s, This position works in a busy environment with a lot of interruptions, multiple demands, and people interactions.  It requires dealing with frequent interruptions within the work group.  Some travel is required. Requires effective collaborative working relationships with Executive Director, Medical Director, Quality Manager, Chief Financial Officer, OHSU VP of Ambulatory and others.

- Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Confirms patient eligibility for healthcare coverage and clarifies any managed care arrangements. Obtains authorizations for clinical care, procedures and laboratory studies. Enters all information accurately into OHSU database or into the medical record when necessary. Follows up on pending authorizations until they are obtained. - Provides high quality customer service to both external customers and internal customers that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, exemplary phone etiquette, flexible coverage of internal service needs, and continuous follow through. - Is responsible for all processes involved in checking patients in and out. Responsible for but not limited to scheduling return appointments, scheduling ancillary services as requested by the provider, obtain authorization when necessary. Directs patients to appropriate providers for other health care issues. Completes and routes direct referrals to other clinical services. Contact Primary Care physicians or their designees to obtain authorizations for care as required. Is responsible for managing all of the provider’s template changes, vacations and clinic schedules.  - Takes accurate messages from patients including request for medication refills, complaints, general information inquiries, and urgent healthcare concerns. Delivers such information or requests promptly to the appropriate providers, Nurse Care Manager or their designees. - Schedules new and return patient appointments on line. - Handles correspondence, orders hospital records and x rays; handles correspondence requests; sends appointment reminders or calls patients.

The School of Dentistry (SOD) Patient Access Service (PAS) Specialist provides courteous and comprehensive administrative support services for patients, students,faculty, staff, and visitors at the OHSU Dental Clinics in the School of Dentistry. These duties include but are not limited to answering phones, patient registration, insurance verification, collection of payments, balancing cash drawer, answering billing questions, and other administrative tasks as assigned that support all of OHSU Dental Clinics. The SOD PAS Specialist must be able to consistently perform all the functions of the job in order to maintain excellent and comprehensive service for all the patients, students, faculty and staff.   The SOD PAS Specialist works in a high public contact area dealing with patients and staff in a positive and consistent manner. Each employee must interact with the patients, some in acute dental pain, in a friendly, knowledgable, and appropriate manner.   The SOD PAS Specialist are responsible for knowing SOD clinic policies including but not limited to appointment scheduling, payments, and insurance, and must be able to communicate these policies with patients, students, facutly, and staff.  Each OHSU Dental Clinic at the SOD may have different policies specific to their department, and the SOD PAS Specialist will be required to use their judgement to implement the appropriate policy or give information specific to each situation they encounter.   The SOD PAS Specialist may be deployed to different desks, floors, or work stations throughout each day to cover areas at peak times.  The SOD PAS Specialist must be flexible and be able to complete work with considerable independence on a daily basis. The SOD PAS also provide support to the Russell Street Clinic and could be deployed to work at that clinic depending on business needs.   This position requires the employee to be Bilingual to provide language interpretation to patients.

Checking patients in/out: Checks patients in by: - Greeting patient and family/visitors - Verifying demographic information - Verifying insurance and guarantor information  - Verifying that EPIC and EPIC patient information match - Verifies and assists with forms that need to be completed; financial and medical Screening patients (bed bugs, etc.) - Checking-in using EPIC - Notifies/Asks if patient can be seen if they are late for their appointment - Asking for and collecting money (co-payments, pre-payments, patient payments on account) Balances money. - Handing out forms that need to be completed (health history form, release of information, etc) - Keeps patients informed on delays (reactive and proactive) Checks patients out by: - Greeting patients - Checking out using EPIC - Prints after visit summary (if not already done by care team) Schedules return appointments  - Accurately schedule appointments in EPIC for established and new patients. - Appointment types include: follow-up, complete physical exams, well child checks, procedures, prenatal, new patients, etc.  - Accurately notes why the patient is coming in for a visit. - Schedules interpreters when needed - Gives appointment card reminder Thank patient for using Richmond and ask them to complete any surveys they receive. Reschedules appointments when the provider will not be in clinic (same day or in advance) Cleaning/safety: - Maintain a clean and orderly work space  - Clean the lobby and restrooms as needed when housekeeping is not in Notify the lead/manager when equipment is not functioning properly (take out of service) - Notify lead/manager of safety concerns or biohazard issues

- 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. Enter all information accurately into OHSU databases and scheduling system. Scheduling of Departmental and ancillary appointments per guidelines and protocol. - 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. - Successfully completes the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.

- 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. Enter all information accurately into OHSU databases and scheduling system. Scheduling of Departmental and ancillary appointments per guidelines and protocol. - 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. - Successfully completes the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.