PAS Resource Specialist at Remote – Remote

Registration

• Accurately verify patient information including demographic & insurance coverage. Make updates via Epic when necessary.
• Accurately create new medical records for a new OHSU patient if they are currently not in Epic.

New Patient Scheduling

• Receive incoming phone calls via the Automated Call Distributor (ACD).
• Work the referral work queue to schedule patients. Assess the patient’s needs based on diagnosis and previous treatments.
• Schedule/hold patient appointments following protocol for assigned departments, documenting all necessary information.
• Triage information to the appropriate clinical parties via InBasket.
• Monitor daily the Intake outlook inbox. Triage faxes to appropriate parties within the team.
• Monitor daily the Epic Pool and personal Intake basket daily
• If needed, contact the referring provider/practice to obtain necessary clinical and demographic information.
• Communicate with other departments and referring provider practices to achieve optimal care coordination for medical or financially fragile patients.
• Consistently answer telephones in a timely manner and within defined standards.
• Monitor access issues with provider schedules that affect patient satisfaction and communicate issues to the team leader.
• Triage phone calls and transfer to appropriate practice using the defined ambulatory standards.
• Proactively perform outbound call work. This includes calling patients to inform them of a referral in our system and to actively schedule those patients.
• Obtain, verify and input all information accurately into the appropriate system.
• Clearly and thoroughly document any and all actions taken on a referral based on department protocols in the EPIC Referral.
• Verify correct department for referral based on Intake matrix.
• Route referral to correct practice in the event of a misrouted referral.
• Communicate with supervisor/manager if the established expectations cannot be met in the timeframes given.
• Capture all outside medical records listed on the intake matrix and scan them into EPIC. Alternatively, create the link for CareEverywhere and notify the provider of where the records can be located.
• Use the wait list work queue to ensure provider slots are full.
• Create and print new patient packets for scheduled appointments.

Patient Satisfaction

• This position is a key contributor to patient satisfaction initiatives with the OHSU Ambulatory clinics. This position has a direct effect on patient experience metrics re: access and appointment scheduling.
• Resolve patient inquiries or escalate to higher levels for solution
• Escalate all complaints to manager or supervisor, utilizing established chain of command
• Demonstrate courteous and professional behavior when dealing with patients/staff at all times.
• Manage a positive patient experience at all times.

Customer Service:

• At all times must exemplify high quality customer service to both external customers as well as internal customers that meets or exceeds the service standards as set by OHSU. This duty includes prompt and professional communication efforts, high level conflict resolution, flexible coverage of internal service needs, continuous application of process improvement methods and skills, crisis management, & developing a standard complaint process for process improvement.

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.

• High School Diploma or GED
• Advanced computer skills, including MS Word, Excel and Access, Epic skills and online resource use knowledge.
• Excellent communication skills, both written and verbal
• Demonstrated efficiency, problem solving and negotiation skills in resolving patient concerns.
• Must meet Department performance standards measuring efficiency, production, timeliness and accuracy. This will be reviewed on a regular basis both as a team and as an individual.
• Ability to multi-task in a high volume situation.
• Strong attention to detail and processes
• OHSU experience preferred
• Prefer the candidate have a thorough knowledge of patient and referral processes in EPIC.
• Prefer candidates have demonstrated advanced patient scheduling skills.
• Experience with electronic scheduling, and electronic medical record systems preferred.
• Excel skills and knowledge preferred.