Department Overview:
The OHSU Digestive Health Center offers patients an interdisciplinary team approach to the prevention, detection, and treatment of digestive disorders. Our teams blend clinical expertise with research advances to achieve the best possible care and outcomes. The team includes patients, their referring physicians, and a wide range of OHSU specialists.
This PAS Specialist is required to deliver a high level of customer service to all internal and external customers. This position will be required to sit for long periods of time and be expected to answer 70-90 calls per day. This position will assist with scheduling over the phone, providing general clinic information regarding appointments, referrals, cancellations, symptom reporting, etc. This position will require extreme attention to detail and excellent written and typing skills to documents patient calls in the EMR. This position will assist with coorespondance to patient's and referring providers per DHC protocol. This position will communicate with the Schedulers and clinical teams when needed and may serve as a float for all the DHC PAS Specialist positions and may provide support to scheduling teams within the Digestive Health Center as requested by the DHC management. This team is also supports C3 with call overflow and patient needs more appropriate for clinic staff to address.
Function/Duties of Position: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, crisis management, standard complaint processing, flexible coverage of internal service needs and the continuous application of process improvement methods and skills.
Patient Access: Coordinate and schedule 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; Prepare and mail new patient information packets; Direct patients to appropriate providers for other health care issues; Complete and route direct referrals to other clinical services; Enter patient information accurately into OHSU databases and /or into the medical record when necessary. 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. Initiates authorization requests for subsequent care. Enter all information accurately into OHSU databases and /or into the medical record when necessary. Documents in EMR as trained by OHSU EPIC policy and procedures. Has understanding and knowledge on how to create referrals and appointment requests for all patients referred to DHC. 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. Follow up on pending authorizations until they are obtained.
Telecommunications: Triages and documents accurately telephone calls from patients including requests for medication refills, complaints, general information inquiries, voicemails and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees. Other administrative duties as assigned. Answer all calls directed to the DHC. Schedule basic patient appointments over the phone. Process calls in a timely, polite, and professional manner. Follow DHC standard work to connect new patients to the appropriate scheduling teams. Supports C3 with call overflow and patient needs more appropriate for clinic staff to address.
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 Digestive Health Center; high volume of records processed daily to maintain accurate data in patients EMR.
Administrative/Integrated Care Duties: Provide administrative support to DHC Clinic Management. Order supplies, place computer access requests, arrange meetings, other duties as assigned.
Continued Professional Development: Participate in appropriate educational activities that enhance general knowledge or ability to do assigned work; Attend staff meetings and other informational sessions; Read vendor documentation, trade publications, or other appropriate publications; interact with peers and other employees to receive and disseminate information.
Teamwork and Collaboration: Participates with team members in daily huddle discussing daily work for the team to align with OHSU service standards. Must have strong communication, listening skills and awareness of self.
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 40-50 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.
Epic trained.
Completed and passed EPIC training for PAS.
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