The Patient Access Service Specialist is the first point of contact for new patients on the phone, in the office at the front desk, and the scheduler for appointments. The work environment is a combination of primarily scheduler, receptionist, and other assigned duties.  This position involves serving at least one full-day shift at the front desk and associated duties each day as well as at least one full-day in clinic to relieve the front desk for breaks, lunch, and as needed. This person gathers and records required information about patients; provides specific customer service which includes confirming health insurance coverage, registration into EpicCare, scheduling appointments, and assisting patients in an office or clinic setting.This position requires out of the box thinking, strong ability to multi-task and above all else, exceptional efficient customer service skills.  This position may, but is not required, to offer remote working options.   Position is located in Eugene, Oregon.

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

- Supervises front office staff and provides daily guidance in problem solving. Monitors successful completion of competencies, makes recommendations for salary increases, approved and assigns PAS work/assignments. Works as back up for front office, phones, template coordinator and referral coordinator when there are out calls. Works in concert with Practice Manager to recruit, train, and counsel employees, develop work plans, participate in discipline up to and including dismissal. Participates in evaluations and setting long and short-term goals for all PAS staff. Enters and monitors staff schedules in Kronos timekeeping. Encourages a cohesive team approach to the day-to-day operations. Leads by example. Provides ongoing feedback to staff. - Monitors Clinical Operations: Investigates clinic scheduling errors, patient volume and flow, unkept appts and reschedules, clinicians' time utilization, recommending changes as needed. Recommends and implements operational changes as needed. - Personnel management: - - Creates and maintains the monthly, weekly, and daily staffing schedules taking into account clinician variance and employee vacation and sick time. - Ensures all staff are up to date with training. - Hires, disciplines, and terminates staff in concert with Practice Manager. - Completes employee evaluations (probationary and annual). - Responds to grievances. - Creates and updates job descriptions. - Promotes staff development. - Supervises Managed Care Coordinator (PAS Resource Specialist). Participates in setting goals and maintaining standards. Assists in maintaining and coordinating referral and authorization services. Makes sure that the FTE supports the number of referrals processed. - Provides high quality customer service to both external and internal customers to meet and/or exceed service standards. Serves as a role model for all clinical employees. Communicates with patients/familes, or other health care team members in a timely, cost efficient, and courteous manner.

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. 

Radiologist support/Arranged Care - Assisting in provider communications, looking up studies in a variety of computer systems, assist referring physicians with radiologist coverage, assisting radiologists with outgoing phone calls to referring physicians. Assisting radiologist in getting referring physicians on line to report critical findings, assisting radiologists with getting outside images into EI, filling out CD upload form, tracking image status informing radiologist when in EI. Answer multi-line telephone, aids with clarifying orders, and notifying clinics of errors. Answering phone calls, looking up studies in a variety of computer systems, assist referring physicians with radiologist coverage. Scheduling Support for the Breast Center - Receives and distributes incoming mail and faxes to appropriate people - Routinely addresses physician and technical staff needs for clerical support in a courteous and expeditious manner. - Uses Radiology Information System and Hospital EMR (EPIC,) to maintain, enter, and retrieve patient information and medical records for appropriate uses. - Facilitates communication between all disciplines including contacting facilities requesting images and reports. - Print daily reports and sort for mailing and update Epic as needed - Print Daily Recall Letter and verify address. Edit in MRS as needed - Print out Short Term Recall Letters and verify address, if orders were placed. If not help contact referring for orders. - Outside Comparison Images; Contact facilities document and track encounters. Once images received in PACs transmit images to Radiologists reading station and add information into MRS. - Move between departments as needed for document and image pick up or drop off. Imaging Scheduling - Schedules multifaceted patient appointments on line, and manually if necessary, in all modalities of Diagnostic Imaging Services. Maintains current information regarding schedules for resources and providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician and clinics all information necessary order information to schedule a scan (including ICD10 codes, diagnosis, equipment needs, etc.). Facilitates care arrangements by scheduling PCU time, preops, PNC clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other imaging related problems.

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.

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.  

- 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.

Arranged Care: - Coordinate high volume of complicated patient care appointments, procedures, and infusion treatments as directed by physician and/or nurse staff; Uses EMR and other systems as needed for scheduling. Creates a medical record if needed. Provides personal reminders to patients about upcoming appointments. Serves as a liaison and information resource for physicians, and nursing support staff; Return patients messages (phone and/or electronic); Prepare and mail 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 the electronic medical record when necessary. Maintains a service-based working knowledge of oncology practice. Obtains prior medical records and studies if appropriate. Arranges for wheelchairs, interpreters, or other assistive devices as necessary to support safe, high-quality care. Other duties as assigned. Enrollment & Authorization: - 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. Telecommunications: - Takes incoming/inbound calls and/or makes outgoing/outbound calls from/to patients, referring providers, or other stakeholders; Connects callers with the appropriate individual(s) to address their questions and/or progress their care; Create EMR telephone encounters that include accurate documentation of requests, such as medication refills, complaints, general inquiries or urgent health care concerns; Direct calls/messages to the appropriate staff for patient care /needs assessment; Process calls (answering, screening, routing, paging etc.) in a timely, polite, professional manner; Delivers information or requests promptly to the appropriate providers or their designees. - Transfer calls as needed and engage nursing, physician, APP, or other care team personnel per circumstance; Provide information to callers, including directions, addresses and hours of operation; Use schedules and departmental procedures to locate appropriate on-call person for internal and external callers; Understand and process calls per departmental policy for each encounter type (i.e. refill, telephone, documentation, etc.)  Customer Service / Point of Service Operations: - 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, exemplary phone etiquette, face-to-face customer contact skills, high emotional intelligence including during stressful situations, utilization of available information technology, consistently following standard work, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. - Greets patients and, where appropriate, checks them in prior to being seen by clinical staff. Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Checks patient account numbers and corrects any problems, seeking advice from Central Registration as required. Ensures that all appointment comment information is accurate and complete. Enters all information accurately into OHSU databases or into the medical record when necessary. Inspects insurance cards and/or authorization notices. Explains and satisfies any necessary patient signature requirements (including non-covered service forms). - Identifies and collects co-payments, provides receipts, and completes necessary accounting procedures as needed. Notifies clinical staff when patients arrive, monitors the length of patient wait times and intervene as necessary. Distributes medication lists to patients and prepares other duties associated to clinic as needed. Validates parking as needed.

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, 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.   Surgery Scheduling: Schedule new surgical and clinical appointment via EPIC Cadence. Arrange wheelchairs, interpreters, and transportation when necessary and accommodates other special needs whenever possible. Prepares and mails information packets to patients. Notify patients of appointments via telephone and mail. Make confirmation calls and send out appointment reminders. Make special arrangements with families for teleconferences as needed. Secures pertinent outside medical records prior to appointments including hard copies of appropriate diagnostics. Schedule diagnostic studies to be done at facilities inside and outside of OHSU. Arrange for transfers of patients from outside hospitals via the transfer center, per surgeon instructions. Develop and maintain working relationships with the referring physician and their staff to insure a smooth referral process. Participate in meetings and committees as requested to improve patient care processes and procedures.   Managed Care: Gather/Verify patient and guarantor information including demographics, insurance coverage, and financial status; confirm patient eligibility and benefits for health care coverage directly with the carrier via electronic database, phone, fax or email; clarify any managed care arrangements; obtain authorizations for clinical care, surgeries, procedures and laboratory studies. Enter all authorizations, referral and benefit information accurately into EPIC Cadence and EARL. Follows up on pending authorizations until they are obtained. Works with manager to resolve any denials related to authorization/enrollment issues in a timely manner.   Follow up on referrals for future appointments. Attend monthly managed care meetings and share information with staff. Serve as liaison and information resource for physicians, nursing support, coworkers, referring physicians, etc. on insurance authorization requirements. Determine appropriate TOS payment amounts (including co-pays, co-insurance, deductibles, deposits, prepayments, etc.) and arrange for their collection at the time of service. Arrange for T&C forms, NCCF, etc. to be completed by patient and submit as appropriate. Apply problem solving skills and negotiation skills in resolving patient concerns and managed care related problems. Follow up on UMG denials as requested by manager. Perform other miscellaneous tasks relating to the managed care processes at OHSU.   Process Incoming referrals: Process all incoming referrals both internal and external using the department of Urology’s Referral Matrix. Gather all pertinent medical records for consultation. Direct referrals to medical personnel on medical review and scheduling recommendations. Communicate with referring providers on authorization and other arrangement that need to be made in order consult with the patient. Telecommunications: Triage incoming calls and route callers to appropriate provider, staff or resource; accurately document and relay any messages; process any requests for medication refills as directed by provider; direct calls of complaint, requests for information, urgent health care concerns and general inquiries to the appropriate source.   Other Duties As Assigned.

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

Managed Care Coordination: - Maintains current information on managed care insurance plans and serves as a liaison and information resources for physicians, nursing support staff, PAS specialists, referring physician offices, patients, Hospital Operations Support and others on authorization requirements; serves as a service area resource ICD9 coding requirements; obtains managed care authorizations for consultations, procedures, office visits, care arrangements, and contact other ancillary and clinical services as needed; problem solves and negotiates skills in resolving patient concerns and managed care related problems. Radiology/Surgery Scheduling: - Schedules multifaceted patient appointments on line, and manually if necessary in all modalities of Diagnostic Imaging Services. Maintains current information regarding schedules for resources and providers. Serves as liaison and information resource for physicians, nursing  support staff, coworkers, IP Admitting Department, Surgery Office, and Periop Services. Collects from physician and clinics all information necessary order information to schedule a scan (including ICD9 codes, diagnosis, equipment needs, etc.). Facilitates care arrangements by scheduling IRU time, preops, PAT clinic, ancillary and clinical services as needed. Applies problem solving and negotiating skills in resolving provider and patient concerns and other imaging related problems. 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 exceed 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. 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. Enter all information accurately into OHSU databases or into the medical record when necessary. Follow up on pending authorizations until they are obtained.