Part-time C3 PAS Resource Specialist in Remote at Remote

Key Responsibilities & Performance Standards

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.

Visit Preparation & Integrated Care

• Prepare for patient visits by reviewing established visit preparation items and documenting their completion while speaking with the patient.
• Contact referring providers to obtain any necessary items that have not been obtained.
• Schedule patient appointments.
• Obtain prior medical records and studies when necessary.
• Arrange for interpreters, and other special accommodations as needed.
  Send out information packets to patients.
• Provide personal reminders to patients about upcoming appointments.
• Prepare patient for virtual visits as needed

Referral Management:

• Process incoming internal referrals for the Connected Care Center clinical services.
• Verify and update patient demographics, including address, contact numbers, and primary care physician (PCP) information.
• Ensure referrals contain the minimum required information.
• Contact the referring clinic (internal or external) if any of the minimum required information is missing.
• Utilize Media Manager software in Epic to upload documents into patient charts for current medical care or referral purposes.
• Perform document scanning at the point of care, paying meticulous attention to detail to ensure accurate placement of records in the patient's chart.

Training and Competency

• Engage in relevant educational activities to enhance knowledge and skills for assigned work.
• Attend staff meetings, informational sessions, and other learning opportunities.
• Stay up to date by reading vendor documentation, trade and other relevant publications.
• Collaborate with peers and colleagues to exchange information.
• Successfully complete required initial training and core competency assessment for PAS (Patient Access Services).
• Stay up to date with all required OHSU and role specific modules.
  Maintain core competencies and consistently apply acquired skills throughout employment.
• Act as a resource for PAS expertise and share PAS information with other PAS Specialists in the service area.
• Provide instruction to co-workers on user skills for PAS system software, including Order Entry, EPIC cadence scheduling.
• Possess a working knowledge of diagnostic and procedural coding, medical terminology, and maintain familiarity with service-specific practices.
• Fill in as needed for any PAS/R position within the service area.

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.

• Highschool Diploma or Advanced Degree
• Basic computer keyboarding skills including typing of 40-50 wpm. Proficient computer skills including word processing.
• Extremely 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.
• 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