Key Responsibilities & Performance Standards

• Provide high quality customer service to both external customers (patient, referring providers and insurance carriers) and internal customer (OHSU health care providers and staff) that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, primarily as a phone operator and scheduler, facilitate with available information technology, standard complain processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. Gather and/or verify patient information including demographics, insurance coverage, enter all information accurately into OHSU databases and scheduling system. Scheduling appointments per guidelines and protocol.
• Triage and document accurately telephone calls from patients including request for medication refills, complaints, general information inquiries and urgent health concerns. Facilitate retrieval of required information and delivers such information or request promptly per Departmental protocol.
• Greets patients and checks them in prior to being seen by a clinical provider. This includes but is not limited to careful review of insurance, demographic information. Collects deductible payments, co-payments, and deposits on services.
• Scheduling patients either by phone or in person as per check out notes for follow up appointments, new patient, procedures per Departments protocol.
• Cross train and cover other PAS Specialist positions as needed. Complete successfully the required PAS initial training and core competency assessment before and during the trial service period. Complete all require update modules. Maintain core competencies and demonstrate continuous application of these skills through the period of employment.
• Other duties as assigned

Knowledge and Skills Required:

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.

• Demonstrate evidence of strong written and verbal communication skills. Ability to manage competing priorities meet deadlines and urgent patients and system needs, and to work independently. Willingness to serve as a positive and professional role model. Must have demonstrable record of reliable attendance, punctuality and proven successful performance. Basic computer keyboard skills including typing of 30-45 wpm. Strong relationship building skills with patients, health plans, providers, staff, management and co-workers. Exceptional customer service skills; both in-person and on the phone. Exceptional interpersonal skills, able to resolve conflicts and to problem solve between parties.

• Previous family practice experience

• Previous OHSU PAS Training and/or previous medical front office experience.
• Proficient in University network computer applications using Windows, Epic, and Microsoft Office