Key Responsibilities & Performance Standards

• Customer Service - Provide high quality customer service to both external customers (patients, referring providers, insurance carriers) and internal customers (OHSU health care providers, staff) that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication efforts, face-to-face customer contact skills, crisis management, standard complaint processing, flexible coverage of internal and external service needs, and the continuous application of process improvement methods and skills. Document accurately telephone calls from patients regarding requests for medication refills, complaints, general information inquiries, and urgent health care concerns
• Check patients in - When the patient arrives for their appointment, the PAS greets the patients and confirm that an appointment has been kept. They will inspect insurance cards and/or authorization notices. Identify and collect deductible payments, co-payments, and deposits on services; provide receipts and complete necessary accounting procedures. Explain and satisfy any necessary patient signature requirements, verifies the demographics, Insurance, and appointment time. The PAS will also have the patient sign needed paperwork, and check the patient into the Epic Cadence system. The PAS may need to talk with the patient about Research Studies happening in the CWH, among other general information the patient may need. The PAS is also communicating with the Clinical Staff so they can communicate if Providers are running late, or need something additional from the patient.
• Schedule patient appointments – The PAS also work in the Call Center within the CWH. In the Call Center, the PAS answers the incoming phone calls. They are scheduling appointments, sending in-basket and Telephone encounters to Nurse and Providers via the Epic system. They also will arrange patient transportation through OHSU's internal transportation systems when necessary and accommodate other special needs whenever possible (Language interpreters, Hearing impaired Interpreters, etc.). The PAS are also involved in obtaining prior medical records and images if appropriate. If needed, they follow-up and track requests for outside records.

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.

• 4-year College Degree
• Experience working in a Women's Health Clinic.
• 1-year experience in a customer Service related field, which includes high volume/ multi-lined call center phone work.
• Excellent customer service skills, both over the phone and face to face.
• Detail oriented, highly accurate, and able to multi-task.
• Ability and experience working within a team.
• Professional appearance and the ability to apply problem solving skills to difficult customer service situations.
• Must have proven record of reliable attendance, punctuality, and proven
  successful performance at past and present employers.
• Demonstrates excellent communication, telephone, customer service, prioritizing, and problem-solving skills; strong team building skills with staff, patients, health plans, providers, management; including communication and conflict resolution; patient advocacy skills, basic computer keyboarding skills including typing 30-45 wpm, self-reliant and independent work habits that succeed in problem-solving and decision making; handle multiple complex transactions, and work in a team environment; demonstrated professional voice tone.
• The CWH has multiple Specialties working in the Center. It is extremely important that this applicant has a basic understanding of women's health.