Job Description

Department Overview

The purpose of this job/position is to function as a member of the Orthotics & Prosthetics patient care team. Patient Access Service Specialist gathers and records required information about patients; provides specific customer services which include screening for accepted orthotics & prosthetics charges and obtaining necessary information for completing timely billing. This classification is part of the Patient Access Services classifications which include PAS Trainee, PAS Specialist, PAS Resource Specialist and PAS Coordinator 1-3. The PAS Specialist is distinguished from the higher PAS classifications by the lack of responsibility for providing guidance and leadership to other PAS positions.

Function/Duties of Position

Provides a Safe Therapeutic Environment

• Ensure the safety and welfare of patients/clients, family/caregivers and fellow employees.
• Utilizes proper posture and sound body mechanics and principles for safe patient handling.
• Maintains general good physical and mental health and self-care in order not to jeopardize the health and safety of self and others in the workplace.
• Maintains a clean, safe, and orderly environment for patients, family and personnel, including but not limited to, maintaining organization for orthotics & prosthetics supplies and equipment, following infection control policies, maintaining knowledge of life safety, fire and electrical safety and disaster plan.
• Maintains a high degree of courtesy, discretion and respect for patients/clients, families/caregivers and fellow employees.
• Considers the needs of patients/clients, families/caregivers, employees, medical staff, volunteers, vendors and members of the community in an informative, courteous and compassionate manner

Professionalism

• Conducts oneself in an ethical and legal manner, the OHSU Code of Conduct, federal privacy policies, state statutes and OARs, and complies with hospital and departmental policies and procedures.
• Manages use of time effectively to complete professional and technical tasks, within realistic time constraints.
• Takes responsibility for special projects and assignments, additional workload when needed, and adapts to changing and demanding environments.
• Displays mature, effective professional relationships by accepting appropriate suggestions and constructive criticism and responding with modification of behaviors and exhibiting concern for others.
• Pursues continuing education opportunities, applies and shares new knowledge, participates in staff meetings and in-services.
• Displays professional communication in a face-to-face patient interaction as well as phone conversation. Assists in the training for students and volunteers from other disciplines, including, medical assistance physical, speech therapy, audiology, medicine and nursing.

Arranged Care.

• Schedules new patient appointments manually if necessary. Arrange orthotic and prosthetic equipment and interpreters when necessary and accommodate other special needs whenever possible. Mails information when needed.
• Enrollment & Authorization. Gathers and/or verifies patient information including demographics, insurance coverage, and financial status.
• Answers phone calls, returns messages, and completes timely billing of orthotics & prosthetic supplies.

Customer Service

• Demonstrates excellent customer service and communication skills in all interactions with patient/clients, families, caregivers, internal and external customers, including telephone, electronic and face to face situations. Using AIDET at all times.
• Addresses complaints and problems promptly and courteously, involving management when indicated.
• Communicates using active listening skills in a supportive courteous, professional manner at all times to patients/clients, family/caregivers and staff. Provides high-quality customer service to both external customers (patient, referring providers, and insurance carriers) and internal customers (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, face-to-face customer contact skills, crisis management, facility with available information technology, standard complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills

Departmental Operations/ Quality Improvement/ Professional Development

• Participates in activities, committees and other workgroups as appropriate.
• Participates in ongoing professional development, mentoring and competency assessment for self and other staff. This includes, but not limited to, attending & leading educational classes, communicating additional training needs to supervisor, attending staff meetings, assisting in orientation of new staff, cross training for other teams as needed, performing peer reviews.
• Reports program development needs to manager and assist in departmental, division and hospital quality improvement initiatives.
• Actively works with team members, leads, and manager for continuous improvement of department operations, as identified.
• Reports schedule conflicts to supervisor/designee and assist in problem solving for good customer service

Telecommunications.

• Triages and documents accurately telephone calls from patients including requests for orthotic & prosthetic supplies, complaints, general information inquiries, and urgent health care concerns. Delivers such information or requests promptly to the appropriate providers or their designees

Training and Competency.

• Successfully completes the required PAS initial training and core competency assessment before or during the trial service period. Completes all required update modules. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.

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

• Medical Terminology
• High volume, direct patient contact
• 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.

Additional Details

• OHSU Hospital, CHH, Remote location.
• This position works in a busy office environment with multiple, competing demands; frequent interruptions, and interpersonal interactions with both internal and external customers.
• Continuous computer work up to 8+ hours a day, ability to sit/stand for 4 hours at a time per shift.

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