Description:
As the PAS Resource Specialist you are responsible for handling all aspects of scheduling within the PHO & Infusion ambulatory department. This includes gathering correct patient demographics, financial information, confirming correct health coverage including managed care arrangements, and non-covered service status. Support each clinical team by scheduling ambulatory appointments/procedures/admits within the PHO & Infusion department utilizing telecommunications for arranged care and point of service operations to meet customer service expectations for Doernbecher. This position is a clinical service resource that provides additional support, personnel operation and other duties within the department. Serves a liaison advocating for the patients¿ needs within the care team.
Function/Duties of Position:
Arranged Care & Point of Service Operations
- Greets patients and confirms that an appointment has been kept.
- Verifies and updates the common data set on-line.
- Explains and satisfies any necessary patient signature requirements.
- Schedules patient appointments.
- Obtains prior medical records and studies if appropriate.
- Organizes records prior to uploading them into the patient electronic health record so that they are easy to access/follow.
- Requests and then ensures that all diagnostic studies are available for viewing prior to the patient’s appointment (if appropriate).
- Enters all information accurately into OHSU EMR or into the medical record when necessary.
- Mails information packets.
- Reminds patients when follow up appointments for PHO clinic & Infusion appointments are due.
Clinical Service Resource
- Shares PAS-R expertise and disseminates PAS-R information to PAS Specialists within the service area.
- Maintains a service-based working knowledge of diagnostic and procedural coordination.
- Fills in as needed for any subordinate PAS position within the service area.
Procedure/Surgery Scheduler.
- Maintains current information regarding surgery schedules for service site providers. Serves as liaison and information resource for physicians, nursing support staff, coworkers, IP admission department and periop services.
- Serves as a liaison and information resource for physicians, nursing support staff, coworkers, IP Admitting department and periop services.
- Collects from physician all information necessary to schedule a surgery/procedure/admission (This includes coordination of equipment needs, sedation, BM tech, PICC team, etc.)
- Facilitates care arrangements by scheduling procedures, infusions, ambulatory admit appointments, and ancillary services as needed.
- Applies problem solving and negotiating skills in resolving provider and patient concerns and other surgery related problems.
Customer Service
- Provides high quality customer service to both external customers (patient, referring providers, etc.) and internal customers (OHSU Health 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 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 concerns.
Required Qualifications:
- One year of experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and may require experience obtaining managed care authorizations. OR
- One and a half years of work experience in a high volume direct public contact position and 6 months experience in a medical office setting.
- The candidate must have a thorough knowledge of PAS policies and procedures.
- Candidates will have demonstrated advanced PAS user skills as well as extensive knowledge of integrated care at OHSU.
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.
- Demonstrable record of reliable attendance, punctuality, and proven successful performance at past and present employers.