Job Description

Department Overview

The function of the PAS Specialist position within Fertility is to provide a multitude of services for our patients. In addition to that function, a bigger part of the PAS Specialist role is to answer the phones coming into the clinic and schedule appointments, direct patients to where they need to go, and answer any questions pertinent to the scheduling of appointments. This position is the first person the patient talks with when calling, and needs to possess excellent customer service skills. This is reflected through prompt and professional communication skills, face-to-face customer contact, and problem-solving skills. The PAS Specialist completes all aspects of scheduling patients in EPIC cadence. These tasks include assisting with questions, scheduling, collecting payment, and when needed, communicating with the Clinical Staff/Providers. The PAS Specialist supports the Clinical and Departmental teams by providing excellent customer service.

This position is also responsible to gather and verifying patient information including demographics, insurance coverage, and current financial status.

Function/Duties of Position

• 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 with patients.
• Schedule patient appointments – The PAS works at the telephone desk at the Fertility clinic. At the desk, the PAS answers the incoming phone calls. They are scheduling appointments, answering patient questions, sending in-basket and Telephone encounters to Nurse and Providers via the Epic system.
• They also will accommodate patient’s 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.
• Check patients in - When the patient arrives for their appointment, the PAS greets the patients and confirms that an appointment has been kept. They will inspect insurance cards and/or authorization notices. Identify and collect payments including 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 clinic, 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.
• other duties as assigned

Required Qualifications

• Six months of work experience in a medical office setting, including high volume direct patient contact OR one year of work experience in a high volume direct public contact position

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.

Preferred Qualifications

• 4-year College Degree
• Two years’ work experience in a medical office setting.
• 1-year experience working in a Women's Health Clinic.
• 1-year experience in a customer Service-related field
• 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.
• Preferable one-year experience as PAS Specialist within OHSU; proficient in university network computer applications using Windows and Microsoft office systems, EPIC, scheduling, insurance authorization, and cash handling experience.
• Experience in a Women's Health medical office setting. Medical terminology for at least 6 months.

Additional Details

• Working hours are generally days Monday-Friday, may be required to work varied shifts including some evenings and weekends.
• This position consists of 80% sitting, with 20% of walking either within the clinic or OHSU.

Why apply to OHSU?

We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu