Department Overview

The purpose of this job/position is to function as a member of the Rehabilitation Services patient care team. Patient Access Service Specialist gathers and records required information about patients; provides specific customer services which include screening for accepted/contracted insurance coverage and individual’s obligations, obtaining necessary information for care, scheduling appointments, phones, cash handling and assisting patients in an office or clinic setting. 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.

Relief employees must be available to work at least four (4) days per pay period as determined according to the department needs

Function/Duties of Position

Provides a Safe Therapeutic Environment

Ensures 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 therapy supplies and equipment, notifying appropriate personnel when cleaning or repair is needed, 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.

Arranged Care.

Schedules new patient appointments online and manually if necessary. Creates a medical record if needed. Arrange equipment and interpreters when necessary and accommodate other special needs whenever possible. Mails information when needed. Provides personal reminders to patients about upcoming appointments. Obtains and prepares OHSU medical records before scheduled appointments.

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.

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. Validates parking. Answers phone calls, returns messages, Billing, and cash handling When requested, obtains authorizations for clinical care. Enters all information accurately into OHSU databases or into the medical record. Follows up on pending authorizations until they are obtained.

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

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.

Note: Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience.

Knowledge and Skills Required:

Basic computer keyboarding skills including typing of 30 - 45wpm

Preferred Qualifications

Medical Terminology knowledge

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.