The PAS Specialist is responsible for delivering a high level of customer service, incorporating principles of trauma-informed care to create a supportive and respectful environment for both internal and external customers. This role oversees all aspects of checking patients in and out at the Doernbecher Pediatric Bethany Village Clinic and supports scheduling and departmental calls as directed.
The PAS Specialist must have a strong understanding of managed care processes, including insurance verification and payment collection. Additionally, this position assists with correspondence to patients and referring providers in accordance with department protocols.
The role involves managing and facilitating communication across various platforms, including processing incoming and outgoing faxes, responding to and forwarding MyChart messages, and using Microsoft Teams, Epic InBasket, and work queues. The PAS Specialist ensures timely and accurate documentation, appropriate routing, and follow-up of communications to the relevant team members or departments.
Department Summary:
Doernbecher Primary Care Clinic, Bethany Village specializes in providing primary care for newborns, infants, children and adolescents. Services include well-child exams, immunizations, sports physicals, developmental assessments, care of acute and chronic illnesses, and coordination of care for chronic medical conditions and mental health issues.
Customer Service: Provide the highest level of customer service to both external customers (patients and their families, referring providers, insurance carriers, etc.) and internal customers (OHSU health care providers and staff) that meet or exceed 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.
Patient Access: Coordinate 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; Direct patients to appropriate providers for other health care issues; Enter patient information accurately into OHSU databases and /or into the medical record when necessary. Check-in and check-out patients; Responsible for knowledge of, and correct handling of, cash collections for co pays and deposits; Documentation completed per OHSU cash handling protocol; 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. 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. 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. Cash handling is major responsibility of this position.
Confirmation calls and Telecommunications: Follow confirmation call standard work and scriping to notify and confirm patient appointments and patient pre-payment ammounts for upcoming appointments. Answer calls directed to the department. Assess caller needs, review EMR, transfer calls according to phone protocols; Schedule basic patient appointments; Process calls in a timely, polite, and professional manner; Create telephone messages as needed.
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. Requires an extremely high level of attention to detail ensuring the correct records go into the patients chart. Maintain scanning through put in the department; high volume of records processed daily to maintain accurate data in patients EMR.
Administrative/Integrated Care Duties: Provide administrative support to the Clinic Management. Order supplies, place computer access requests, arrange meetings, other duties as assigned.
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 of 30-45 wpm.
Proficient computer skills including word processing.
Extremly high level of attention to detail.
Strong customer service orientation.
Must have excellent verbal and written communication, listening skills and awareness of self.
Demonstrated reliable attendance record.
Demonstrated effectiveness in confrontational customer interactions.
Demonstrated problem solving and negotaition skills in resolving patient concerns, scheduling challenges and managed care related problems.
Demonstrated understanding of managed care.
Demonstrated reliable attendance record.
Completed and passed PAS ambulatory EPIC training.
Ability to perform the job duties with or without accommodation. Preferred Qualifications Bachelors level degreeMedical terminology preferredCHAA Certification Experience in a medical and/or pediatric office setting. All are welcome Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.