PAS Specialist

About the Role

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.

Key Responsibilities

• Greet patients and confirm appointments.
• Inspect insurance card(s) and/or authorization notices.
• Identify and collect deductibles, payments, co-payments, and deposits; provide receipts and complete accounting procedures.
• Verify and update the common data set on-line.
• Explain and satisfy patient signature requirements.
• Schedule patient appointments.
• Gather and/or verify patient information, including demographics, insurance coverage, and financial status.
• Enter all information accurately into OHSU EMR or the medical record.
• Mail information packets.
• Remind patients when follow-up appointments are due.
• Provide high quality customer service to external customers (patient, referring providers, insurance carriers) and internal customers (OHSU Health providers, and staff).
• Communicate promptly and professionally, demonstrate 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 telephone calls from patients regarding medication refills, complaints, general information inquiries, and urgent health concerns accurately.
• Answer incoming phone calls.
• Triage and accurately document telephone calls from patients, including requests for medication refills, complaints, general information inquiries, and urgent health care concerns. Deliver information or requests promptly to the appropriate providers or their designees.
• Call patients 24-48 hours in advance of their appointment if not confirmed via automated phone reminder and/or text message alert to confirm their scheduled appointment.
• Direct callers to other faculty, staff, or departments when appropriate.
• Interact professionally with patients, providers, and other staff in a timely and courteous manner.
• Successfully complete required PAS initial training and core competency assessment.
• Complete all required updated modules.
• Maintain core competencies and demonstrate continuous application of these skills.
• Maintain a clean, safe, and orderly environment.
• Maintain supplies, equipment, and forms; notify appropriate personnel when cleaning and repair of equipment is needed following infection control policies.
• Maintain knowledge of life safety, patient safety, fire and electrical safety, and disaster plans.
• Assist with other duties as assigned.

Requirements & Tech Stack

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

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.
• Attention to detail.
• Strong ability to multi-task.
• Exceptional customer service skills.
• Previous Neurology experience (preferred).
• One year of work experience as a PAS Specialist (preferred).
• OHSU Work experience (preferred).
• Prior experience with Epic (preferred).
• Successful completion of Epic PAS courses (preferred).
• Extremely high level of attention to detail (preferred).
• Strong customer service orientation (preferred).
• Excellent verbal and written communication skills (preferred).
• Excellent listening skills (preferred).
• Demonstrated problem-solving skills (preferred).
• Demonstrated negotiation skills (preferred).
• Effectiveness in confrontational customer interactions (preferred).
• Demonstrable record of reliable attendance and punctuality (preferred).
• Proven successful performance at past and present employers (preferred).

Additional Details

• Monday-Friday, variable hours between 7:30 am & 5:30 pm.
• Works in a busy environment with interruptions, multiple demands, and people interactions.
• Requires dealing with noise and frequent interruptions.
• Located at the Center for Health and Healing.
• 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.