PAS Specialist

Oregon Health & Science University•Portland, OR

15h•Hybrid

About The Position

The Patient Access Service Specialist (PAS) is the first point of contact, in person and by phone, for the Department of Neurology. The role provides high-quality service to internal and external customers while supporting call center and front office operations. Work is both on campus and remote, and includes rotating front office check-in and check-out duties. The PAS gathers and records patient information, screens for financial eligibility, confirms insurance coverage and patient obligations, obtains authorizations, schedules appointments, handles a high volume of incoming calls, documents and routes messages, and assists patients in a clinic setting. The position calls for attention to detail, strong multitasking ability, and exceptional customer service skills. The PAS supports arranged care and point-of-service operations by greeting patients, confirming appointments, reviewing insurance cards or authorization notices, collecting payments and deposits, completing accounting procedures, updating patient information, explaining signature requirements, scheduling appointments, and accurately entering information into the OHSU electronic medical record or other medical records. The role also mails information packets and reminds patients when follow-up appointments are due. Customer service responsibilities include professional communication and face-to-face interactions, crisis management, complaint processing, flexible coverage of service needs, and ongoing process improvement. The PAS answers and triages patient calls, accurately documents refill requests, complaints, information inquiries, and urgent health concerns, and promptly routes them to appropriate providers or designees. The role also makes appointment confirmation calls 24–48 hours in advance when automated reminders have not confirmed the appointment, and directs callers to other faculty, staff, or departments as appropriate. The employee completes required initial training, competency assessments, and updated modules; maintains core competencies; and helps maintain a clean, safe, and orderly environment, supplies, equipment, and forms while following infection-control and safety procedures. Other duties may be assigned. The position is based at the Center for Health and Healing 1. The work takes place in a busy environment with frequent interruptions, multiple demands, noise, and regular interactions with people. The schedule is Monday through Friday, with variable hours between 7:30 a.m. and 5:30 p.m.

Requirements

Six months of work experience in a medical office setting, including high-volume direct patient contact, or one year of work experience in a high-volume direct public contact position.
Basic computer keyboarding skills, including typing 30–45 words per minute.
Successful completion of the formal OHSU Administrative Internship Program may substitute for one year of experience; contact Compensation to confirm eligibility.
Complete required PAS initial training and core competency assessment before or during the trial service period.
Complete required updated modules and maintain core competencies.
Able to sit for long periods, move about the clinic as necessary, perform typing and computer work for long periods, and use a telephone for extended periods.

Nice To Haves

Advanced degree.
Previous Neurology experience.
One year of work experience as a PAS Specialist.
OHSU work experience.
Prior experience with Epic.
Successful completion of Epic PAS courses.
Extremely high level of attention to detail.
Strong customer service orientation and excellent verbal, written communication, and listening skills.
Demonstrated problem-solving, negotiation, and effectiveness in confrontational customer interactions.
Demonstrable record of reliable attendance, punctuality, and successful performance at past and present employers.

Responsibilities

Greet patients and confirm that appointments have been kept.
Inspect insurance cards and authorization notices when necessary.
Identify and collect deductibles, payments, copayments, and service deposits; provide receipts and complete accounting procedures.
Verify and update the common data set online.
Explain and satisfy required patient signature requirements.
Schedule patient appointments and remind patients when follow-up appointments are due.
Gather and verify patient demographics, insurance coverage, and financial status.
Accurately enter information into the OHSU EMR or medical record as needed.
Mail information packets.
Provide high-quality service to patients, referring providers, insurance carriers, OHSU Health providers, and staff.
Communicate promptly and professionally, manage crises, process complaints, and flexibly cover internal service needs.
Answer incoming phone calls and accurately triage and document calls, including refill requests, complaints, general inquiries, and urgent health concerns.
Promptly route patient information and requests to appropriate providers or designees.
Call patients 24–48 hours before appointments when automated phone or text reminders have not confirmed the appointment.
Direct callers to other faculty, staff, or departments when appropriate.
Complete required PAS initial training, core competency assessment, updated modules, and ongoing competency maintenance.
Maintain a clean, safe, and orderly environment for patients, families, and clinical personnel.
Maintain supplies, equipment, and forms; notify appropriate personnel when cleaning or repairs are needed; follow infection-control and safety policies.
Assist with other duties as assigned.