Doernbecher Pediatrics Westside 15220 NW Laidlaw, Suite 100 Portland OR 97229
This PAS Specialist is required to deliver a high level of customer service to all internal and external customers. This position is responsible for handling all aspects of the checking patient's in and out of the Doernbecher Pediatric Westside clinic. This position will assist with scheduling and Department calls as and when directed. This position must have an understanding of managed care process and collection of money. This position will assist with correspondence to patient's and referring providers per department protocol. This position may serve as a float for all the PAS positions within the Pediatric Westside clinic as requested by management.
This PAS Specialist is required to deliver a high level of customer service to all internal and external customers. This position is responsible for handling all aspects of the checking patient's in and out of the Doernbecher Pediatric Westside clinic. This position will assist with scheduling and Department calls when directed. This position must have an understanding of managed care process and collection of money. This position will assist with correspondence to patient's and referring providers per department protocol. This position may serve as a float for all the departments PAS Specialist positions within the Doernbecher Pediatric Westside Clinic as requested by the management.
Key Responsibilities & Performance Standards
Customer Service. 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.
Enrollment & Authorization. Gathers and/or verifies patient information including demographics, insurance coverage, and financial status. Confirms patient eligibility for health care coverage and clarifies any managed care arrangements. Obtains authorizations for clinical care, procedures, and laboratory studies. Enters all information accurately into OHSU databases or into the medical record when necessary. Follows up on pending authorizations until they are obtained.
Arranged Care. Schedules new patient appointments on line and manually if necessary. Obtains prior medical records and studies if appropriate. Creates a medical record if needed. Arranges stretchers, wheelchairs, and interpreters when necessary, and accommodates other special needs whenever possible. Mails information packets. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments.
Point of Service Operations. Greets patients and confirms that an appointment has been kept. Inspects insurance cards and/or authorization notices. Identifies and collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures. Verifies and updates the common data set on-line. Explains and satisfies any necessary patient signature requirements. Integrated Care. Arranges and orders associated clinical, diagnostic, or laboratory services; obtains authorizations when necessary. Directs patients to appropriate providers for other health care issues. Completes and routes direct referrals to other clinical services. Contacts primary care physicians or their designees to obtain authorizations for urgent care. Schedules return appointments on line, and manually if necessary; initiates authorization requests for subsequent care.
Telecommunications. Triages and documents accurately telephone calls from patients including requests for medication refills, 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.
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
Experience in a medical and/or pediatric office setting. Speaks fluent Spanish.
Job Related Knowledge, Skills and Abilities (Competencies):
Basic computer keyboarding skills including typing of 40-50 wpm. Proficient computer skills including word processing.
Extremly high level of attention to detail.
Strong customer service orientation.
Must have excellent verbal and written communication, listening skills and awareness of self. Demonstrated reliable attendance record.
Demonstrated effectiveness in confrontational customer interactions.
Demonstrated problem solving and negotaition skills in resolving patient concerns, scheduling challenges and managed care related problems.
Demonstrated understanding of managed care.
Demonstrated reliable attendance record.
Must be able to perform the essential functions of the position with or without accommodation
Registrations, Certifications and/or Licenses:
Completed and passed PAS ambulatory EPIC training upon hire
HS Diploma or Equivalent.
Bachelors level degree.
Medical terminology preferred.
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