PAS Resource Specialist

Overview

PAS Resource Specialist — US--Remote

Requisition :  
• Position Category:
Hospital/Clinic Support
• Job Type: AFSCME union represented
• Position Type:
Regular Full-Time
• Posting Department:
Ambulatory Access Services
• Posting Salary Range: $25.86 - $34.95
• Posting FTE: 1.00
• Posting

Schedule:

Monday-Friday
• Posting

Hours:

8:30am-5:00pm
• HR Mission:
Healthcare
• Drug Testable:
No

This position is the initial point of contact for patients to OHSU. They are the face and voice of OHSU Ambulatory Clinics. The incumbent is motivated to create the ideal patient and family experience while actively endorsing the OHSU brand. This position supports OHSU Ambulatory Clinic operations with overall new patient schedule coordination for patients and providers, serving as their primary point of contact for all scheduling needs through the Intake Center.

The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient’s experience throughout the process of accessing healthcare at OHSU Ambulatory clinics. The position is also involved in recognizing and reporting access barriers to their immediate supervisor.

This position is responsible for all aspects of new patient scheduling related to Medicine Specialties patients. The incumbent will coordinate new patient scheduling from the point of initial contact through the appointment creation. They will be responsible for collecting required information including external medical records and insurance information. They will be responsible for ensuring that the patient is scheduled accurately and all external records regarding the patient’s current disease are accurate, complete, and available in the provided guidelines.

This position serves as a member of the Ambulatory Access Services (AAS) department, which is responsible for supporting the systems and operations of ambulatory practices, professional services and hospital departments. The AAS Intake Center supports the new patient scheduling for various clinics as defined within the department’s scope. Workflows supported by the Ambulatory Access Services department include: patient appointment scheduling, space and resource utilization and processing of referrals.

The department supports its customers in workflows that start when the patient initially calls to obtain services through to the time that the patient is seen in clinic.

This position will spend 95% of their time on phones and/or other types of communication, including email. This position requires a high level of attention to detail while providing the highest level of service to our patients, clinical team, and colleagues.

Registration

• Accurately verify patient information including demographic & insurance coverage. Make updates via Epic when necessary.
• Accurately create new medical records for a new OHSU patient if they are currently not in Epic.

New Patient Scheduling

• Receive incoming phone calls via the Automated Call Distributor (ACD).
• Work the referral work queue to schedule patients. Assess the patient’s needs based on diagnosis and previous treatments.
• Schedule/hold patient appointments following protocol for assigned departments, documenting all necessary information.
• Triage information to the appropriate clinical parties via InBasket.
• Monitor daily the Intake outlook inbox. Triage faxes to appropriate parties within the team.
• Monitor daily the Epic Pool and personal Intake basket daily.
• If needed, contact the referring provider/practice to obtain necessary clinical and demographic information.
• Communicate with other departments and referring provider practices to achieve optimal care coordination for medical or financially fragile patients.
• Consistently answer telephones in a timely manner and within defined standards.
• Monitor access issues with provider schedules that affect patient satisfaction and communicate issues to the team leader.
• Triage phone calls and transfer to appropriate practice using the defined ambulatory standards.
• Proactively perform outbound call work. This includes calling patients to inform them of a referral in our…