PAS Specialist

Oregon Health & Science University•Portland, OR

14h

About The Position

The Patient Access Service (PAS) Specialist supports the Center for Women's Health (CWH) by gathering and recording patient information and providing customer service throughout the patient visit. The role bridges check-in and check-out and supports all CWH locations. It also serves as a primary point of contact for incoming calls, scheduling appointments, directing patients, and answering appointment-related questions. The position requires prompt, professional communication, face-to-face customer service, and problem-solving skills. The PAS Specialist provides high-quality service to patients, referring providers, insurance carriers, OHSU health care providers, and staff. Duties include documenting telephone calls, checking patients in, verifying demographic and insurance information, reviewing appointment details, collecting payments, processing receipts and accounting procedures, completing paperwork and signatures, and entering check-ins in Epic Cadence. The role communicates with clinical staff about provider delays or additional patient needs and may share information about CWH research studies. In the CWH Call Center, the PAS Specialist answers incoming calls, schedules appointments, and sends in-basket messages and telephone encounters to nurses and providers through Epic. The role may arrange transportation through OHSU systems, accommodate special needs such as interpreters, obtain prior medical records and images, and follow up on requests for outside records. The clinic is open Monday through Friday. The position is approximately 90% sitting and 10% walking within the CWH or OHSU, and may occasionally involve exposure to human fluids or tissues.

Requirements

At least 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 a formal OHSU Administrative Internship Program may substitute for one year of experience; eligibility should be confirmed with Compensation.

Nice To Haves

Four-year college degree.
Experience working in a Women's Health Clinic.
One year of customer-service-related experience, including high-volume or multi-line call-center phone work.
Excellent customer-service skills in person and over the phone.
Detail-oriented, highly accurate, and able to multitask.
Ability and experience working within a team.
Professional appearance and ability to apply problem-solving skills to difficult customer-service situations.
Proven reliable attendance, punctuality, and successful performance with past and present employers.
Excellent communication, telephone, customer-service, prioritizing, and problem-solving skills.
Strong team-building skills with staff, patients, health plans, providers, and management, including communication and conflict-resolution skills.
Patient advocacy skills.
Self-reliant and independent work habits, including problem-solving and decision-making ability.
Ability to handle multiple complex transactions and work in a team environment.
Demonstrated professional voice tone.
Basic understanding of women's health.

Responsibilities

Provide prompt, professional customer service to patients, referring providers, insurance carriers, OHSU providers, and staff.
Document patient telephone calls concerning medication refills, complaints, general information requests, and urgent health care concerns.
Greet patients and verify that they have arrived for their appointments.
Inspect insurance cards and authorization notices; verify patient demographics, insurance, and appointment time.
Identify and collect deductible payments, co-payments, and service deposits; provide receipts and complete accounting procedures.
Explain and complete patient signature and paperwork requirements, and check patients in using Epic Cadence.
Communicate with clinical staff about provider delays and additional patient needs; provide general information, including information about CWH research studies when needed.
Answer incoming calls in the CWH Call Center and schedule patient appointments.
Send in-basket messages and telephone encounters to nurses and providers through Epic.
Arrange patient transportation through OHSU's internal transportation systems when necessary and accommodate special needs, including interpreter services, whenever possible.
Obtain prior medical records and images when appropriate, and follow up on and track requests for outside records.
Provide flexible coverage for internal and external service needs and apply process-improvement methods.