- 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. - Cross train and cover other PAS Specialist positions as needed. Complete successfully the required PAS initial training and core competency assessment before and during the trial service period. Complete all required update modules. Maintain core competencies and demonstrate continuous application of these skills through the period of employment. Other duties as assigned.

- 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. - 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 - Schedules new and return patient appointments on line. - 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.

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, 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 Telecommunications: - 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. Point of Service Operations: - Front desk duties include greeting patients and confirming that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. - Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements.  - Checks out patients to ensure all appointments for follow up are appropriately scheduled and communicated properly. Coordinating any necessary studies, scans, testing, or combined department visits as necessary. - Opening/Closing duties may include wiping down the patient lobby, emptying recycling, scanning documentation into EPIC, removing papers from clinic areas (HIPAA), cleaning up work spaces and other administrative duties as assigned. Arranged Care: - Schedules new patient appointments on line and manually if necessary. - Creates a medical record if needed. Obtains and prepares OHSU medical records before scheduled appointments. - Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. - Mails information packets. Provides personal reminders to patients about upcoming appointments. 

- 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. - Cross train and cover other PAS Specialist positions as needed. Complete successfully the required PAS initial training and core competency assessment before and during the trial service period. Complete all required update modules. Maintain core competencies and demonstrate continuous application of these skills through the period of employment. Other duties as assigned.

This is an In-person Position NOT available for remote work.   Customer Care: - Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry. - Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus. - Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors. - Determine customer needs proactively and direct inquires to appropriate resources. - Provide crisis management and conflict resolution as issues arise whether internal or external. Arrange Care: - Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers. - Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations. - Mails information packets. Enrollment & Financial Services: - Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents. - Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures. - Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided. - Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service. - Complete insurance verification on each patient’s insurance 100% of the time. - Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone. - Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law. - Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability. Authorization & Registration Services: - Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement. - Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed. - Activates direct admissions based on notification from unit at time of patient’s arrival. - Ensures all required forms are completed for services and confirmation of payment sources. Training: - Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment. - Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor - Required to maintain Patient Access Services Individual Performance Standards. Daily Office Tasks: - Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership. - Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels. - Provide coverage in other admitting areas and the Emergency Department when needed. - Follow and complete daily task list as assigned by management.

Professionalism - Conducts oneself in an ethical and legal manner, the OHSU Code of Conduct, federal privacy policies, state statutes and OARs, and complies with hospital and departmental policies and procedures. - Manages use of time effectively to complete professional and technical tasks, within realistic time constraints. - Takes responsibility for special projects and assignments, additional workload when needed, and adapts to changing and demanding environments. - Displays mature, effective professional relationships by accepting appropriate suggestions and constructive criticism and responding with modification of behaviors and exhibiting concern for others. - Pursues continuing education opportunities, applies and shares new knowledge, participates in staff meetings and in-services. - Displays professional communication in a face to face patient interaction as well as phone conversation. Assists in the supervision and training for students and volunteers from other disciplines, including, medical assistance physical, speech therapy, audiology, medicine and nursing. Arranged Care - Schedules new patient appointments on line and manually if necessary. Creates a medical record if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments. - 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. - Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements. Validates parking. Answers phone calls, returns messages, Billing, and cash handling - When requested, obtains authorizations for clinical care. Enters all information accurately into OHSU databases or into the medical record. Follows up on pending authorizations until they are obtained. Customer Service - Demonstrates excellent customer service and communication skills in all interactions with patient/clients, families, caregivers,  internal and external customers, including telephone, electronic and face to face situations. Using AIDET at all times. - Addresses complaints and problems promptly and courteously, involving management when indicated. - Communicates using active listening skills in a supportive courteous, professional manner at all times to patients/clients, family/caregivers and staff. 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.

- 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. - 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. Educates patients of pre-pay amounts, monitors provider’s schedules and other managed care duties as assigned. Fills out patient financial responsibility forms when necessary. Enters all information accurately into OHSU databases or into the medical record when necessary.  - Arranged Care: Schedules New and return patient appointments and coordinates any ancillary appointments. Cross-coverage of other GS Scheduler positions that would require facilitating medical review and scheduling new patients for other GS specialties. Obtains prior medical records and studies when appropriate. Creates a medical record if needed. Monitors provider’s schedulers to fill cancellations, no-shows and records needed for each provider. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets to patients. - 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. Document Scanning via Point of Care.  Requires an extremely high level of attention to detail ensuring the correct records go into the patient’s chart. - Telecommunications and Administrative Duties: 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. Other administrative 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.

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 provides English to Spanish and Spanish to English language interpretation. 

Admission and Continued Stay - Deliver, explain, and obtain signature on Observation notification to patients as required by the Centers for Medicare and Medicaid Services (CMS). May include printing copy for patient if desired and scanning copy into patients chart via Epic Scanner or using tablet to obtain electronic signature. - Deliver, explain, and obtain signature on Condition Code 44 notices. Includes printing copy for patient if desired and scanning copy into patients chart via Epic Scanner or using tablet to obtain electronic signature. Hospital Discharge - Deliver to patients and obtain signature on second Medicare Important Message. Includes printing copy for patient if desired and scanning copy into patients chart via Epic Scanner or using tablet to obtain electronic signature. - Deliver to patients and scan all Detailed Notice of Discharge forms for Medicare discharge appeals. Includes making copy for pt after signed. - Schedule discharge transportation under direction of Case Manager or Care Integration Specialist (CIS) - Create packets under the direction of Case Manager or CIS Utilization Review - Provide utilization review for OHSU/DCH or AHP with the guidance of the UM PAS. - Gather and fax all paperwork for Medicare discharge appeals. - Data entry for UR Committee Case determinations, Outlier Review Meetings, and Denials Tracking Spreadsheets. - Triage denials/audits to appropriate UM Nurse. - Deliver discharge information packets to nursing units for patients transferring to other facilities.

Administrative Operational Duties - Responsible for all opening and closing tasks; provides front desk and phone support for the retail location. - Identifies and collects payments on all sales. Provides receipts and completes necessary accounting procedure. - Responsible for marketing advertisements and event coordinator to promote Sound Source. - Generates revenue and expense reports on a monthly basis; requests capital equipment from Dept Administrator when needed; participates in annual budgeting cycle. - Troubleshoots equipment problems and initiates new equipment requests. - Serve as an ITG Network Contact and telecommunications for the Sound Source clinic - Maintains a clean, safe and orderly environment. Includes, but is not limited to, maintaining supplies, equipment and forms, notifying appropriate personnel when cleaning and repair of equipment is needed following infection control policies, maintaining knowledge of life safety, patient safety, fire and electrical safety, and disaster plan. Customer Service. - Provides high quality customer service to both external customers (patient, referring providers, vendors 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. Clinical Operations Monitoring - Maintains scheduling system at Sound Source in the CounselEar system. - Maintains accurate provider template. - Reviews and problem-solves any patient volume and flow issues. - Recommends operational changes as needed. - Reviews cash-collections with anticipated collections data, and investigate discrepancies. - Investigates patient and provider complaints, and develops appropriate corrective action plans.  Inventory Management - Responsible for maintaining inventory on all products in Quickbooks 10 - Responsible for ordering inventory when supplies are running low. Clinical Service Resource - Maintains PAS Specialist skills in the areas of enrollment and authorization, arranged care, point-of-service operations, integrated care, and telecommunications. - 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. - Shares PAS expertise and disseminates information to other personnel. - Serves as an expert user of PAS systems software including EPIC, CounselEAR, Quickbooks and other misc systems associated with Sound Source.

The Patient Access Service Specialist (PAS) is the first point of contact in person and via phone for the Department of Neurology.  The clinic is located at the Center for Health and Healing, Building 1. 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. 

This is an In-person Position NOT available for remote work.   Customer Care: - Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry. - Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus. - Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors. - Determine customer needs proactively and direct inquires to appropriate resources. - Provide crisis management and conflict resolution as issues arise whether internal or external. Arrange Care: - Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers. - Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations. - Mails information packets. Enrollment & Financial Services: - Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents. - Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures. - Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided. - Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service. - Complete insurance verification on each patient’s insurance 100% of the time. - Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone. - Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law. - Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability. Authorization & Registration Services: - Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement. - Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed. - Activates direct admissions based on notification from unit at time of patient’s arrival. - Ensures all required forms are completed for services and confirmation of payment sources. Training: - Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment. - Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor - Required to maintain Patient Access Services Individual Performance Standards. Daily Office Tasks: - Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership. - Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels. - Provide coverage in other admitting areas and the Emergency Department when needed. - Follow and complete daily task list as assigned by management.

This is an In-person Position NOT available for remote work.   Customer Care: - Provides high quality customer service to both external and internal customers that meets or exceeds the service standards of the health care industry. - Demonstrates knowledge of all department, locations, units, and buildings on OHSU campus. - Promptly greet all patient and visitors in a warm professional manner whether face to face or over the phone. This includes providing directions and screening all patients and visitors. - Determine customer needs proactively and direct inquires to appropriate resources. - Provide crisis management and conflict resolution as issues arise whether internal or external. Arrange Care: - Functions as a liaison for families during complicated cases by working with the clinical team, social worker, and case managers. - Arranges any and all accommodations needed to provide the best experience to all our customers. This includes mobility equipment (wheelchairs, stretchers, Etc.), interpreter services, and identifies support services for individuals with disabilities, when necessary, in compliance with State regulations. - Mails information packets. Enrollment & Financial Services: - Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. This includes but not limited to: Providing patient education regarding OHSU financial assistance, insurance coordination of benefits, and other facility or regulatory documents. - Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures. - Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided. - Obtains benefit information including deductible or co-pays, co-insurance, stop loss or out of pocket status, and correct billing address. Collects cost-shares at time of service. - Complete insurance verification on each patient’s insurance 100% of the time. - Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. These functions are performed at stationary computer terminalor or at patient’s bedside using a mobile computer terminal, occasionally over the phone. - Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law. - Follows Oregon Administrative Rules (OAR’s) regarding workers’ compensation in operation of OHSU and industry workman’s compensation procedures. Also initiates and completes claims for worker’s compensation injuries, personal injury, motor vehicle accidents, and crime victim accounts by collecting detailed information of trauma admissions (motor vehicle accident, personal injury, and/or worker’s compensation) to determine accident-related liability. Authorization & Registration Services: - Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement. - Accurately complete Inter-Hospital Transfers and same-day admissions and obtain prior medical records as needed. - Activates direct admissions based on notification from unit at time of patient’s arrival. - Ensures all required forms are completed for services and confirmation of payment sources. Training: - Successfully complete the required PAS Specialist and PAS Revenue Cycle Specialist initial training and core competency assessment during the initial probationary period. Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment. - Gives instruction to other PAS Revenue Cycle Specialist personnel pertaining to PAS Revenue Cycle Specialist processes and procedures as well as performance. Provides on the job training, orientation, guidance and coaching for new PAS Revenue Cycle Specialist personnel in the service area as assigned. May be required to provide informational assessment of other PAS Revenue Cycle Specialist workers’ performance to the PAS Coordinator/Supervisor and/or the employment supervisor - Required to maintain Patient Access Services Individual Performance Standards. Daily Office Tasks: - Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership. - Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels. - Provide coverage in other admitting areas and the Emergency Department when needed. - Follow and complete daily task list as assigned by management.

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.  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. Arranged Care. - Schedules new patient appointments on line and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical record if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments. Point of Service Operations: - Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements. 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. Telecommunications: - 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. Training and Competency: - 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.

Customer Service: - Provides high quality customer service to both external and internal that meets or exceeds the service standards of the health care industry. - Promptly greet all patients, visitors, and others in a warm, courteous and professional manner, face to face or over the phone. - Demonstrates the ability to communicate effectively, timely, and respectfully at all times, especially in a high stress environment. - Provides flexible coverage to assist with internal service needs and the continuous application of process improvement methods and skills. - Determine customer needs proactively, and direct inquiries to appropriate resources. - As problems and miscommunications occur with internal or external customers. - demonstrates the ability to clarify and resolve problems immediately to avoid further communication breakdowns. - Demonstrates respect and cooperation in all staff relationships, with a genuine willingness to prevent or resolve inter-personal conflicts. - Demonstrates knowledge of all department locations, units, and buildings on OHSU Campus. - Answers multi-line telephone inquiries. Determine caller needs and assist callers efficiently and appropriately. - Determine priorities and act quickly, make decisions efficiency and in a calm manner in emergency and stressful situations. - Upholding institutional policies regarding general public areas on OHSU campus and inside OHSU buildings. This includes screening patients, visitors, vendors and vendor reps as well as reminding them of the policies. - Liaison between clinical team, practice leaders, and case management for complicated patients and family members. - Utilizes appropriate interpreter services when necessary. Patient Registration/Interviews: - Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services. - These functions are performed at stationary computer terminals, occasionally over the phone or at beside with paper forms and/or a tablet. - Hand written documentation may only be utilized during computer downtime or device malfunction. - Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law. - Serves as liaison for patients and families with questions. - Satisfies state regulations to identify support persons for individuals with disabilities. - Correctly identifies patient service type to establish an accurate and billable account. - Corrects patient identity inaccuracies, as identified. - Schedules reservations into Epic with a base knowledge of diagnoses and procedures. - Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement. - Provides patient education regarding OHSU financial assistance, insurance coordination of benefits, Patient Rights, Terms & Conditions, Advance Directives, Medicare Secondary Payer Questionnaire, Medicare and Commercial notices of Non-Covered services (ABN or NCCF), Important Message from Medicare, Release of Information, Special Consent, Champus Message to patients and their representatives, Notice of Privacy Practices, use of patient information and/or specimens in OHSU research, and other facility or regulatory documents. - Obtains signatures and enters into computer all facility and regulatory required data and forms. Reviews all for accuracy. - Responsible for all identity management corrections after hours. - Identifies and collects co-pays, deductible payments, deposits, and prepayments for services as required. - Creates and assembles surgical patient intake form packets for the surgical floors. - Determines urgent/emergent medical situations and activates rapid response team or engages the assistance of nursing staff to assist. - Follow and complete daily task list as assigned by management. - Required to maintain Patient Access Services Individual Performance Standards which includes: - Production Standard: Meets individual standard determined by shift of PAS work activities/completed registrations per day. - Error Rate Standard: Maintain an accuracy rate of 97%. - Co-Pay and Prepayment Rate Standard: Maintain a collection rate of 80% or better, and maintain a POS Payment standard work of 95% or better. - Customer Service: 2 or fewer validated customer service complaints in any rolling one year period. Must follow the OHSU Model of Communication in 100% of customer interactions and consistently demonstrate exemplary internal and external customer contact skills. Enrollment & Authorization: - Gathers, adds, updates, and/or verifies patient information including detailed demographics, detailed insurance coverage/benefits, MyChart enrollment, and financial status with each patient over the phone or face to face. - Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided. - Creates new and maintains existing insurance coverages/guarantors for a patient based on their insurances and the care being provided. - Obtains benefit information including deductible or co-pays, co-insurance, stoploss or out of pocket status, and correct billing address. - Complete insurance verification on each patient’s insurance 100% of the time when the insurance verification status says New, Elapsed, Incomplete, Needs Review, or is Medicaid, using electronic verification in RTE, payer portals, or other required methods. - The PAS Revenue Cycle Specialist staff will also re-verify the eligibility insurance information if the insurance was not verified in the current month. - Reviews MMIS for all uninsured or single coverage patients. - Refers all non-sponsored patients to Oregon Health Plan (OHP) and provides information for financial assistance, working closely with Financial and Medicaid Services. - Ensures all required forms are completed for services and confirmation of payment sources. - Maintains current information on managed care insurance plans and serves as a liaison and information resource for patients, referring physician offices, and other OHSU staff. - Applies problem solving and negotiating skills in resolving patient concerns and managed care related issues. - Maintain knowledge pertaining to insurance issues which include but are not limited to motor vehicle, Worker’s Compensation, personal injuries, Medicare,OHP/Washington Welfare/Medicaid, and exposures. - Maintain knowledge pertaining to insurance issues which includes but is not limited to motor vehicle, workman’s compensation, personal injuries, Medicare, OHP/Washington Welfare/Medicaid, and exposures. - Maintain access to all insurance website by signing in one time per month, at minimum. Arranged Care: - Ensures patients are properly prepared administratively and financially at the time of sign-in, check-in and/or admission. - Sets up reservations/admissions for elective inpatient and day patient procedures. - Schedules/walks-in patient appointments per Centralized Check-In standard work. - Obtains prior medical records and studies if appropriate. - Creates a medical record if needed. Request wheelchair transportation and interpreters when necessary for the sign-in, check-in, and admitting process, and accommodates other special needs whenever possible. - Provides personal reminders to patients about upcoming appointments. Practice Support Resource: - Maintains a knowledge base of the vast workflows for specialties/service lines within areas of operation and throughout an entire building to ensure patients get to their care on time and with the appropriate information and resources. This includes both inpatient and outpatient departments - Sustains working knowledge of PAS Specialist and PAS Revenue Cycle Specialist workflows for each area that the work group supports to ensure clinical operations run smoothly. - Corrects issues that arise prior to admission or appointment during sign-in and check-in to ensure effective delivery of care. - Works closely with Surgery Schedulers to create/confirm reservations for inpatient and day patient services. - Ensures that patients report to the correct wait area after admission. - Monitors the status of surgery cases and relaying the status to patient visitors as needed. - Serves as liaison and information resource for patients and families/caregivers, physicians, nursing support staff, coworkers, Surgical Offices, and Periop Services. - Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems. Centralize Check-In Operations: - Complete training and maintain competency in Event Signaling and Event Signaling workflows. - Understand and uphold the mission and vision of a centralized check-in modeled building. - Assist in educating other OHSU employees on the standard workflows and patient flows of a centralized check-in modeled building. - Actively collect and report abnormalities to further improve the centralized check-in model. - Troubleshoot situations where patients are out of flow. - Maintain competency in tools, technology, online portals and programs essential to completing day to day standard work responsibilities (Epic Cadence, Epic Grand Central, Epic Prelude, Microsoft Office, payment collection devices, printers, phones, copy/fax machines, OnBase, Solarity Scan, Vocera, paging system, parking validation, etc.). - Scheduling walk-in appointments for partnering practices per standard work. Other Duties as Assigned - Including but not Limited to: - Investigates and resolves clinic and surgery scheduling errors for appointments and admissions. - Troubleshoots equipment problems and initiates repairs requests once reviewed with leadership. - Accommodates patient special needs, including obtaining equipment for mobility issues. - Reconciling daily Lost and Found. - Assess expected admissions to determine work flow. - Provide coverage in other Centralized Check-In building locations, other ambulatory outpatient clinic front desks, Admitting and ED Registration department, Outpatient Registration when needed. - Ensures Patient Access Services Department Coordinator is aware of low forms/supply levels.

***This is a 6 month temporary assignment position, multiple vacancies available***   Provide high quality customer service to all internal and external customers. This includes communicating accurately, openly, supportively, in a timely manner, and extending special attention and sensitivity to all patients, visitors, and fellow employees. Assist in maintaining an atmosphere of cooperation within the department, as well as with other departments and allied professionals. Demonstrate respect and cooperation in all staff relationships, and a genuine willingness to prevent or resolve inter-personal conflicts. Must demonstrate superior face to face customer contact skills, remain calm and resourceful during crisis management or other difficult situations, and manage standard complaint processing. Required to learn and maintain skill with available information technology, and remain current with changes to departmental procedures and new information. Provide flexible coverage of internal service needs, including work location and reporting time. Registration Service. Gather and/or verify patient information including demographics, guarantor, emergency contacts, insurance coverage, and financial status. Verify patient eligibility for health care coverage and enter appropriate insurance plan information and codes. Enter all information accurately into OHSU databases. Provide financial screening for low income or non-sponsered patients and refer patients to apply for Oregon or Washington Medicaid or OHSU Financial Assistance when appropriate. Complete reverification, udpates, and/or new patient registration from patient work queues, email, or inbasket as assigned. Required to maintain Registration Department individual performance standards: Production Standard: Individual standard of 60 registrations per day Error Rate Standard: Maintain an accuracy rate of 97% Talk Time Standard: Average time to complete a registration is 4.5 minutes or less.   Telecommunications. Utilize an Automated Call distributor (ACD) to answering incoming registration calls.  Staff in and out of ACD and use not ready work as per department guidelines.  Remain available to accept incoming calls at all times. Adhere to department schedule for break and lunch periods. Refer general information inquiries and urgent health concerns to the appropriate area. Answer and explain all registration questions asked by patients or other employees. Note that Registration Services participates in customer service evaluations via call monitoring and/or recording.

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. Arranged Care: - Schedules new patient appointments on line and manually if necessary. - Obtains prior medical records and studies if appropriate. - Creates a medical record if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. - Mails information packets. Provides personal reminders to patients about upcoming appointments. - Obtains and prepares OHSU medical records before scheduled appointments. Telecommunications: - 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. 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.  

The PAS Coordinator supports a range of administrative and clinical support functions for the department. Responsibilities include:   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. Clinical operations monitoring - Investigates clinic scheduling errors, patient volume and flow, unkept appointments and reschedules, and providers’ time utilization; 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. Clinical service resource - Shares PAS expertise and disseminates information to other PAS personnel. Serves as an expert user of PAS systems software. 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 and time-away, and to arrange coverage for absent PAS personnel when necessary.

- 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. 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. - 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 EARL shells 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. 

In this position, your primary role at SHW will be to:  1) Provide Clinical Support: - Basic rooming to include only vitals, including social history, pain (no med - reconciliation, allergies)  - Perform Respirator Mask Fit Testing and reading negative PPD results  - Support providers during procedures but not able to perform independent - clinical functions such as dressing removal/application, suture/staple - removal, apply topical medications, etc.  - Check expiration dates for medications/supplies  - Turn over rooms/cleaning/stocking  - Perform Sentact duties/compliance  2) Provide Administrative Support: - Cross train in PAS Specialist duties such as answering phones and scheduling in a department that provides multiple services for many providers, all with different scheduling needs and requirements.  Will cover lunch breaks and other coverage gaps as needed/directed. - Process incoming/outgoing faxes, mail, Inbasket messages - Uses Microsoft Office such as Outlook, Teams, Word, Excel - High-level clerical and project support including data entry - Works closely with Compliance Specialist to coordinate pre-entrance and annual immunization tracking, data entry and mobile compliance events. - Attend Staff Meetings and Huddles 3) Provide High-Quality Patient Experience and Customer Service  - Provides excellent customer service by updating patients on delays, answering phones, answering patient questions about services - Addresses in-the-moment patient needs as directed  - Maintains clean, safe, and orderly environment for patients, family, and clinical personnel  4) Engage in Professional Development and Teamwork  - Uses consistent, professional communication with team members  - Flexible coverage of internal service needs, and the continuous application of process improvement methods and skills  - Receptive to feedback and coaching  - Successfully completes the required initial training and core competency assessment before or during the trial service period  - Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment