PAS Coordinator, Cardiology

Department Overview

The Patient Access Service Coordinator provides leadership, expert guidance, and oversight to PAS Specialists and PAS Resource Specialists, ensuring their work aligns with PAS operational requirements and its customer‑service philosophy.

Function/Duties of Position

• Customer Service. Delivers high‑quality service to external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff), consistently meeting or exceeding industry service standards. Responsibilities include prompt and professional communication, strong face‑to‑face service skills, effective crisis management, proficient use of available information technology, adherence to standard complaint‑resolution processes, flexible support for internal operational needs, and the ongoing application of process‑improvement methods and skills.
• Training and Competency. Successfully completes all required PAS initial training and core‑competency assessments before or during the trial service period. Completes all required update modules as assigned. Maintains core competencies and demonstrates consistent, ongoing application of these skills throughout employment.
• Clinical Service Resource. Shares PAS expertise and disseminates essential information to PAS personnel. Serves as an expert user of PAS systems and software. Maintains a working knowledge of diagnostic and procedural coding relevant to the service area. Maintains PAS Specialist competencies in enrollment and authorization, arranged care, point‑of‑service operations, integrated care, and telecommunications. May be required to provide coverage for any subordinate PAS role within the service area. When necessary, communicate directly with patients or other customers who have trouble accessing care at OHSU.
• Personnel Coordination. Assists the employment supervisor by interviewing and hiring PAS Specialists and PAS Resource Specialists. Orients with new employees and plans for training. Monitors for timely completion of training requirements and demonstration of core competencies. May be required to assign and approve PAS-related work. Assists employees with problem identification and resolution. May be required to coordinate PAS personnel work schedules and time-away, and to arrange coverage for absent PAS personnel when necessary.
• Position involves heavy telephone volume. Answers telephone and triages calls to determine urgency; leaves messages for nursing staff (including voice mail) and follows-up on telephone inquiries; directs callers to other faculty, staff or departments when appropriate. 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. Faxes: Receives reviews and distributes all facsimile communication. Ensures that urgent requests or faxes with reply deadlines are brought to the immediate attention of the faculty or staff member to whom the fax was sent.
• Arranged Care: Reviews New patient referrals and updates to correct subspeciality as needed. Schedules/ Coordinates new patient appointments on line and manually if necessary; obtains prior medical records and studies if appropriate; 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 outside authorizations for procedures, and laboratory studies; enters all information accurately into OHSU databases or into the medical record; follows up on pending authorizations until they are obtained if necessary; mails information packets; obtains and prepares OHSU medical records before scheduled appointments.
• Maintains current information on managed care insurance plans and serves as liaison and information resources for physicians, nursing support staff and coworkers, referring physician offices, OHSU Health Plan Office, patients, and insurance companies. Applies problem solving and negotiating skills in resolving patient concerns and managed care related problems. Investigates problems with claim denials and ensures adherence to clinic and hospital billing policies and procedures. Attends OHSU meetings/seminars related to managed care and scheduling. Investigates patient and provider complaints and develops appropriate corrective action plans. Maintains accurate provider templates and listings of available clinical services.
• Maintains/Creates accurate provider templates and listings of available clinical services.

Required Qualifications

• Two years of front-line clerical experience in a clinical setting with direct patient contact. Experience must include scheduling of appointments and may require experience obtaining managed care authorizations (dependent on position description). Preference given to candidates with knowledge of OHSU's PAS policies and procedures, with completed PAS training and core competencies, and with previous PAS experience

Preferred Qualifications

• High School Diploma
• Previous experience in Cardiology medical office setting.
• Requires proficiency using Windows, Microsoft Office applications, order entry, Epic, Cadence and SMS applications; excellent telephone, customer service, prioritizing and problem-solving skills, and an organized employee who is able to multi-task in a busy office environment. Demonstrated effectiveness in confrontational customer interactions.
• Candidates 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. Minimum typing speed 45 WPM.
• Attends OHSU meetings/seminars related to managed care and scheduling.
• Training and Competency. Successfully completes the required PAS training and core competency assessment before hiring period. Completes all required update modules. Maintains core competencies and demonstrates continuous application of these skills throughout the period of employment.

Additional Details

• Work schedule Monday-Friday, 8:00AM-4:30PM
• Position answers approximately 50-70 calls per day in an office environment. Requires use of multi-line phone and PC computer. Setting at an office desk typing on a computer 8 hours per day.

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