PAS Resource Specialist

Oregon Health & Science University•Portland, OR

7h•Onsite

About The Position

This position supports the Department of Dermatology's surgical clinic by providing exceptional customer service through prompt and professional communication skills, exceptional phone service, and excellent problem solving skills. Schedules patients primarily through phone contact, gathers and records required information about patients; confirms health insurance coverage and individual’s obligations, obtains necessary authorizations for care, schedules physician office and ancillary appointments, schedules surgeries and coordinates appointments with other surgical providers and assists patients in an office or practice setting. Monitor and maintain medical records for patients to be compliant with current polices, standards and procedures. Work in fast paced surgical dermatology practice. Gather and record required information about patients; to provide specific customer services that include: checking in patients, documentation, confirming health care coverage and individual’s obligation, scheduling appointments and surgeries, answering phone calls, and assisting patients in an office or clinic setting. Monitor and maintain patient medical records to be compliant with current polices, standards and procedures. Provide an exceptional level of customer service to external and internal customers. The employee in this position promotes OHSU's mission statement by delivering high quality, cost effective, family-oriented service. This position helps to create a collaborative environment by integrating education, research, and clinical leadership.

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.
The candidate must have a thorough knowledge of PAS policies and procedures.
Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.
Knowledge and Skills Required: 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
Working knowledge of medical terminology.
proficient in university network computer applications using Windows, Epic, and Microsoft Office.
Demonstrate evidence of strong written and verbal communication skills.
Ability to manage competing priorities; meet deadlines and urgent patient and system needs; and to work independently.
Willingness to serve as a positive and professional role model.
Must have demonstrable record of reliable attendance, punctuality and proven successful performance.
Basic computer keyboarding skills including typing of 30-45 wpm.
Strong relationship building skills with patients, health plans, providers, staff, management and co-workers.
Exceptional customer service skills: both in-person and on the phone.
Exceptional interpersonal skills: able to resolve conflicts and to problem solve between parties.

Responsibilities

Schedule surgeries for Dermatology providers and coordinate scheduling with other surgical sites at OHSU as needed while providing high quality customer service to both external customers (surgery patients, referring providers, and insurance carriers) and internal customers (OHSU healthcare providers and staff)
Request required records and ensure all necessary documentation is available at time of surgery.
Gather and/or verify patient information including demographics, insurance coverage and financial status.
Enter all information accurately into OHSU databases and scheduling system.
Schedule department and ancillary appointments per guidelines and protocol.
Apply problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.
Triage and document accurately telephone calls from patients including medication refill requests, complaints, general information inquiries and urgent health care concerns.
Facilitate retrieval of required information and deliver such information or requests promptly per departmental protocol
Act as phone operator and scheduler demonstrating prompt and professional communication, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills.
Cross train and cover other PAS Specialist positions as needed.
Successfully complete the required PAS training and core competency assessment during the trial service period.
Maintain core competencies and demonstrate continuous application of these skills through the period of employment.
Other duties as assigned.