PAS Resource Specialist at Gresham, OR – Gresham, Oregon

Key Responsibilities & Performance Standards

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, exemplary phone etiquette, face-to-face customer contact skills, high emotional intelligence including during stressful situations, utilization of available information technology, consistently following standard work, flexible coverage of internal service needs and the continuous application of process improvement methods and skills. Faxing; Letter queues; Use right fax to send outgoing fax notification re: referral receipt; Other duties as assigned.

APPOINTMENTS/SCHEDULING:

• Coordinate high volume of complicated patient care appointments, procedures, and infusion treatments as directed by physician and/or nurse staff; Uses and/or schedules in the EMR and support information systems; Serves as a liaison and information resource for physicians, and nursing support staff; Return patients messages (phone and/or electronic); Prepare and mail 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 the electronic medical record when necessary. Maintains a service-based working knowledge of oncology practice. Obtains prior medical records and studies if appropriate. Arranges for wheelchairs, interpreters, or other assistive devices as necessary to support safe, high-quality care.

CHECK-IN:

• Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Enters all information accurately into OHSU databases or into the medical record when necessary. Greets patients and checks them in prior to being seen by clinical staff. This includes but is not limited to careful review of patient demographic information. Checks patient account numbers and corrects any problems, seeking advice from Central Registration as required. Ensures that all appointment comment information is accurate and complete. Identifies and collects co-payments, provides receipts, and completes necessary accounting procedures. Explains and satisfies any necessary patient signature requirements (including non-covered service forms). Notifies clinical staff when patients arrive, monitors the length of the patient’s wait and intervenes as necessary. Distributes medication lists to patients and prepares other duties associated to clinic as needed.

INTEGRATED CARE:

• Obtain prior medical records and studies when appropriate; Responsible for obtaining, recording, tracking, and verifying referrals and authorizations for the respective outpatient clinic and lab visits when necessary.

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; Attend and participate in department huddles as appropriate; Trains and orients new staff; Cross-trains for positions in assigned or other areas; Identifies process improvement opportunities, communicates opportunities to direct supervisor, and helps create or enhance standard work; Participates in ongoing professional development and competency assessment; Communicates additional training needs to direct supervisor.
• Carries out job responsibilities in an ethical, effective and professional manner. Reports potential compliance problems using the reporting processes as outlined in the Code of Conduct. Models ethical appropriate behavior, professional standards, compliance and personal integrity. Understands and complies with the Code of Conduct, OHSU and department policies and procedures, applicable rules, regulations, etc. Carries equal share of workload, demonstrate the ability to multi-task and provides on-going operations support. Performs other duties as assigned by supervisor/manager.

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.

• HS Diploma or advanced degree preferred.
• Appointment scheduling experience.
• Basic computer keyboarding skills including typing of 40-50wpm.
• Proficient computer skills including word processing.
• Extremely high level of attention to detail.
• Demonstrated problem solving and negotiation skills in resolving patient concerns, scheduling challenges and managed care related problems.
• Communication and contact: Communicates effectively both verbally and in writing with superiors, colleagues and individuals inside and outside OHSU
• Active listening skills; ability to deal with customers in stressful situations; ability to remain calm under pressure
• Relationships with others: Works effectively and relates well with others including superiors, colleagues and individuals inside and outside OHSU
• Exhibits a professional manner in dealing with others and works to maintain constructive working relationships
• Excellent customer service skills both in person and on the telephone
• Ability to work in a collaborative, team-centered work environment and provide helpful support in a timely manner
• High level of integrity
• Tolerance for ambiguity in a high workload, fast-paced environment
• Attendance and dependability: Can be depended on to report to work at the scheduled time and is seldom absent from work; can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments; willing to work overtime as necessary depending on volume of work

• Knowledge of Epic systems. Knowledge of OHSU network systems, including Outlook and Microsoft Office products.Knowledge of iQueue.