C3 PAS Resource Specialist at Remote – Remote

Customer Service

• Deliver exceptional customer service to external customers (patients, families, referring providers, insurance carriers, etc.) and internal customers (OHSU healthcare providers and staff).
• Meet or exceed service standards of the healthcare industry.
• Communicate promptly and professionally.
• Demonstrate patient-centered customer service skills.
• Handle crisis situations effectively.
• Utilize available information technology efficiently.
• Process complaints following standard procedures.
• Provide flexible coverage for internal service needs.
• Apply continuous process improvement methods and skills.

Multi-Specialty Call Processing & Scheduling

• Answer incoming calls and handle various inquiries related to scheduling, general information, and referral status.
• Transfer calls to Nurse Triage when necessary, following established guidelines.
• Schedule and manage patient access to clinical services in the Connected Care Center.
• Record accurate and detailed information in the electronic medical record (EMR).
• Assess and direct calls to the appropriate staff for patient care and needs.
• Process calls promptly, professionally, and courteously.
• Provide callers with relevant information, such as directions, addresses, and operating hours.
• Utilize schedules and departmental procedures to connect callers with the appropriate on-call personnel.
• Follow departmental policies for different types of encounters (e.g., refills, telephone consultations, documentation).
• Schedule patient appointments for Connected Care Center clinical services through various sources, including inbound calls, workqueues, clinical service requests, etc.
• Act as a liaison and information resource for physicians and nursing support staff.
• Direct patients to the appropriate clinicians for healthcare issues.
• Process and route direct referrals to other clinical services.
• Accurately enter patient information into the Epic system.
• Utilize proper OHSU forms and documentation for all patients.
• Collaborate with providers to maintain up-to-date clinic templates and block schedules in Epic.

Registration, Managed Care, Financial Clearance

• Ensure administrative and financial preparation of patients prior to their visit by following registration workflows. Gather and verify patient information, including demographics, insurance coverage, and financial status.
• Pre-register patients with accurate demographic data, including race, ethnicity, language, and disability information.
• Conduct financial screening using the Experian tool to determine patient eligibility for financial assistance programs. · Transfer patients to the appropriate department to address their financial concerns.
• Confirm patient eligibility for healthcare coverage.
• Enter all information accurately into Epic EMR.
• Provide information on authorization requirements per diagnosis and service to referring physician offices, OHSU Health Plan Office, patients, and insurance companies.
• Maintain proficiency in ICD-10 requirements.
• Schedule appointments and coordinate with other ancillary and clinical services as necessary.
• Resolve patient concerns and managed care-related problems using problem-solving and negotiation skills.
• Create medical record if not already available.

Other Duties as Assigned

Knowledge and Skills Required:

• Basic computer skills including word processing.
• Windows applications, on-line scheduling, and a preference for data-base skills.
• Excellent verbal and written communications skills.
• Strong customer service orientation.
• Demonstrated effectiveness in confrontational customer interactions.

• Advanced Degree
• Experience working with an electronic health record.
• 2+ years patient scheduling experience.
• 2+ years experience working in healthcare, preferably Urology, Neurology, Neurosurgery, GI, or Imaging
• Medical terminology. Ability to learn new computer sills and systems.
• Experience using Epic