PAS Resource Specialist

Oregon Health & Science University•Portland, OR

5d•Onsite

About The Position

The PAS Resource Specialist (PASR) is the initial point of contact for OHSU patients, serving as the face and voice of the OHSU Comprehensive Pain Center. This role provides excellent customer service and patient scheduling, both in-person and via phone. The PASR works with patients, families, providers, and staff to coordinate the patient's healthcare access experience at OHSU. Key responsibilities include gathering and recording patient information, confirming health insurance coverage, scheduling appointments, and assisting patients in a practice setting. This position handles a high volume of complex patient procedures and clinic appointments, acting as a liaison and information resource for various stakeholders including physicians, nursing staff, referring physician offices, patients, and insurance companies. The role involves checking patients in and out, answering clinic calls for scheduling, transfers, or triage to clinical teams, and conveying detailed information to patients while addressing their questions and concerns within scope. The PASR will manage workqueues for scheduling new and return visits and procedures, handle reschedule and wait lists, and prepare and mail/fax/MyChart patient information packets. They will also direct patients to appropriate providers for other health issues, complete and route direct referrals, and respond to patient messages via phone and electronically, accurately entering patient information into the electronic medical record.

Requirements

One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and may require experience obtaining managed care authorizations (dependent on position description). OR one and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting.
Thorough knowledge of PAS policies and procedures.
Demonstrated advanced PAS user skills.
Extensive knowledge of integrated care at OHSU.
Basic computer skills including word processing.
Windows applications, on-line scheduling, and a preference for data-base skills.
Excellent verbal and written communications skills.
Strong customer service orientation.
Demonstrated effectiveness in confrontational customer interactions.

Nice To Haves

High School Diploma or GED; OR AA degree or some college coursework.
One year of experience in an ambulatory clinical setting.
High-volume scheduling of appointments, multi-line phone system, processing complex referrals.
OHSU experience in a PAS role
Basic computer skills including word processing.
Windows applications
On-line scheduling.
Excellent verbal and written communications skills.
Strong customer service orientation.
Demonstrated effectiveness in confrontational customer interactions.
Exhibits a professional manner in dealing with others and works to maintain constructive working relationships
Ability to work in a collaborative, team-centered work environment and provide helpful support in a timely manner and is conscientious about assignments.
Attendance and dependability: Can be depended on to report to work at the scheduled time and is seldom absent from work; can be depended upon to complete work in a timely, accurate and thorough manner
Knowledge of Epic systems.
Knowledge of OHSU network systems, including Outlook and Microsoft Office products.
Experience with high volume phone calls, high volume of scheduling, processing referrals appointments
Previous front desk reception in a medical setting

Responsibilities

Schedule high volume of patient care appointments and procedures.
Serve as a liaison and information resource for providers, medical assistants, and nursing support staff.
Return patient 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.
Maintain a service-based working knowledge of pain management practice.
Obtain prior medical records and studies if appropriate.
Arrange for wheelchairs, interpreters, or other assistive devices as necessary.
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 insurance benefit checks or authorizations for clinical care.
Take incoming calls and make outgoing calls from/to patients, referring providers, or other stakeholders.
Connect 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.
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.
Deliver 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.
Provide the highest level of customer service to both external and internal customers.
Greet patients and check them in prior to being seen by clinical staff.
Check patient account, seeking advice from Central Registration or CPC MCC staff as required.
Ensure that all appointment comment information is accurate and complete.
Inspect insurance cards and/or authorization notices.
Explain and satisfy any necessary patient signature requirements (including non-covered service forms).
Identify and collect co-payments, provide receipts.
Notify clinical staff when patients arrive, monitor the length of patient wait times and intervene as necessary.
Distribute paperwork to patients as needed for their visit.
Validate parking as needed.