Department Overview:
At Beaverton Primary Care, we provide compassionate, patient-centered care that respects each patient's beliefs, values, and cultural needs. Our care teams work collaboratively with patients and families to develop individualized care plans that make sense for their lives. Our specialties include Internal Medicine, Family Medicine, Pediatric care and Sports Medicine. We serve patients across the lifespan including infants, children, teens, adults (including expectant mothers), and seniors by offering a wide range of comprehensive medical services in a supportive clinical environment.
The Patient Access Service Coordinator provides leadership, expert guidance, and oversight to PAS Specialists and PAS Resource Specialists, ensuring their work aligns with PAS operational requirements and its customer‑service philosophy.
Function/Duties of Position:
- Customer Service. Delivers high‑quality service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff), consistently meeting or exceeding industry service standards. Responsibilities include prompt and professional communication, strong face‑to‑face service skills, effective crisis management, proficient use of available information technology, adherence to standard complaint‑resolution processes, flexible support for internal operational needs, and the ongoing application of process‑improvement methods and skills.
- Training and Competency. Successfully completes all required PAS initial training and core‑competency assessments before or during the trial service period. Completes all required update modules as assigned. Maintains core competencies and demonstrates consistent, ongoing application of these skills throughout employment.
- Clinical Service Resource. Shares PAS expertise and disseminates essential information to PAS personnel. Serves as an expert user of PAS systems and software. Maintains a working knowledge of diagnostic and procedural coding relevant to the service area. Maintains PAS Specialist competencies in enrollment and authorization, arranged care, point‑of‑service operations, integrated care, and telecommunications. May be required to provide coverage for any subordinate PAS role within the service area. When necessary, communicate directly with patients or other customers who have trouble accessing care at OHSU.
- Personnel Coordination. Personnel Coordination. Assists the employment supervisor by interviewing and hiring PAS Specialists and PAS Resource Specialists. Orients new employees and plans for training. Monitors for timely completion of training requirements and demonstration of core competencies. May be required to assign and approve PAS-related work. Investigates PAS-related performance problems and prepares the standard PAS accountability documents up to and including removal of PAS system access. Works conjointly with the employment supervisor to counsel employees, develops work plans, and, when requested, provides supervisor with input regarding progressive discipline. Prepares PAS Performance Assessments and provides this documentation to PAS Central and to the employment supervisor. Communicates performance expectations and PAS policies and procedures. Assists employees with problem identification and resolution. May be required to coordinate PAS personnel work schedules and time-away, and to arrange coverage for absent PAS personnel when necessary.
- Clinical Operations Monitoring. Investigates clinic scheduling errors, patient volume, and flow, unkept appointments and rescheduling, and providers’ time utilization; recommends operational changes as needed. Investigates claim denials, particularly for evidence of PAS non-compliance; communicate findings to appropriate PAS personnel and providers. Reviews cash-collected statistics with anticipated collections data and investigate discrepancies. Investigates patient and provider complaints and develops appropriate corrective action plans. Apply problem-solving and negotiating skills in resolving patient concerns and managed care related problems. Maintains accurate provider templates and listings of available clinical services for the cluster. Attends OHSU meetings/seminars related to managed care and scheduling.
- Administrative Operations. Troubleshoots applicable equipment problems and initiates new equipment requests. May be required to maintain equipment and space inventories. Serve as an ITG Network Contact and telecommunications phone counselor for the PAS cluster. May be required to serve as a timekeeper. Submit badge request for applicable staff.
Required Qualifications:
- Two years of front-line clerical experience in a clinical setting with direct patient contact. Experience must include scheduling of appointments and may require experience obtaining managed care authorizations (dependent on position description). Preference given to candidates with knowledge of OHSU’s PAS policies and procedures, with completed PAS training and core competencies, and with previous PAS experience
Preferred Qualifications:
- Previous experience in Cardiology medical office setting.
- Requires proficiency using Windows, Microsoft Office applications, order entry, Epic, Cadence, and SMS applications; excellent telephone, customer service, prioritizing and critical thinking skills, and an organized employee who can multi-task in a busy office environment.
- Demonstrated effectiveness in confrontational customer interactions.
- Candidates must have a thorough knowledge of PAS policies and procedures.
- Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU. Minimum typing speed 45 WPM.
- Demonstrated ability to work with a variety of diverse customers in difficult situations.
- Skilled in developing and maintaining professional relationships.
- Ability to prioritize work demands.
- Ability to interpret and follow policies, procedures, and protocols.
- Must have demonstrated regular and consistent attendance at work as reported by past employer.
Additional Details:
- Work schedule Monday-Friday, 7:30AM-4:00PM Remote. Work twice per month onsite
- Position answers approximately 50-70 calls per day in an office environment when required. Requires use of multi-line phone and PC computer. Setting at an office desk typing on a computer 8 hours per day. Multiple demands at one time.
Why apply to OHSU?:
We are Oregon's only public academic health center.
In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington.
All are welcome.
OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply.
To request reasonable accommodation, contact askhr@ohsu.edu
