PAS Specialist

Patient Access Service Specialist

The Patient Access Service Specialist (PAS) is the first point of contact in person and via phone for the Department of Neurology. The PAS provides high quality customer service to both internal and external customers. The work environment is both on campus and remote work supporting a call center and front office duties. This position involves serving on a rotational basis to assist with the front office check-in and check-out desk. PAS tasks include but are not limited to gathering and recording required information about patients, provide specific customer service including screening for financial eligibility, confirming health insurance coverage and individuals' obligations, obtaining necessary authorizations for care, scheduling appointments, answering a high volume incoming phone line, taking detailed messages including refill requests and routing to the appropriate person, and assisting patients in an office or clinic setting. This position requires an attention to detail, strong ability to multi-task and exceptional customer service skills.

Function/Duties of Position

• Greets patients and confirms that an appointment has been kept.
• Inspects insurance card(s) and/or authorization notices when necessary.
• Identifies and collects deductible, payments, co-payments, and deposits on services, provides receipts and completes necessary accounting procedures.
• Verifies and updates the common data set on-line.
• Explains and satisfies any necessary patient signature requirements.
• Schedules patient appointments.
• Gathers and/or verifies patient information including demographics, insurance coverage, and financial status.
• Enters all information accurately into OHSU EMR or into the medical record when necessary.
• Mails information packets.
• Reminds patients when follow up appointments are due.

Customer Service

• Provides high quality customer service to both external customers (patient, referring providers, insurance carriers, etc.) and internal customers (OHSU Health providers, and staff) that meets or exceeds 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 continuous application of process improvement methods and skills.
• Document accurately telephone calls from patients regarding requests for medication refills, complaints, general information inquiries, and urgent health concerns.

Clinic Support

• Answer incoming phone calls.
• Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees(s).
• Calls patients 24-48 hours in advance of their appointment if they have not had their appointment confirmed via automated phone reminder and/or text message alert to confirm their scheduled appointment.
• Directs callers to other faculty, staff, or departments when appropriate.
• Interacts professionally with patients, providers and other staff in a timely and courteous manner.

Other Duties

• Successfully completes the required PAS initial training and core competency assessment before or during the trial service period.
• Completes all required updated modules
• Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.
• Maintains a clean, safe and orderly environment for the patients, family and clinical personnel.
• Maintaining supplies, equipment and forms, notifying appropriate personnel when cleaning and repair of equipment is needed following infection control policies, maintains knowledge of life safety, patient safety, fire and electrical safety and disaster plan.
• Assist with other duties as assigned

Required Qualifications

• 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

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.

Preferred Qualifications

• Basic computer keyboarding skills including typing of 30 45 wpm.
• Proficient with computers including MS Word.
• Extremely high level of attention to detail.
• Strong customer service orientation and excellent verbal and written communication and listening skills.
• Demonstrated problem solving, negotiation and effectiveness in confrontational customer interactions.
• Demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present employers.
• 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.

Additional Details

• Monday- Friday Variable hours between 730am & 530pm.This position works in a busy environment with a lot of interruptions, multiple demands and people interactions. It requires dealing with noise and frequent interruptions within the work group. Located at the Center for Health and Healing 1.
• Must be able to sit for long periods, move about the clinic as necessary, type/computer work for long periods, use of telephone for extended periods.