PAS Coordinator - Oregon Health & Science University

Department Overview:

The Community Hematology Oncology (CHO) PAS Coordinator provides leadership, expert guidance and oversight for the PAS and PASR scheduling team in a fast-paced clinical/infusion/procedural environment. This position directly supports the CHO practice managers with a range of responsibilities including participation in PAS/PASR interviews, facilitating the on-boarding and training of new PAS/PASR staff, evaluation of staff compliance with established standard procedures, continuous development and updating of standard procedures, training staff on process changes, investigation into scheduling and work-flow errors, and covering PAS/PASR vacancies across sites as necessary. This is a hybrid position, where the incumbent is expected to be on-site as necessary for orientation, training, monitoring work-flows, and providing coverage as needed. The expectation is that on-site coverage will not fall below one-half days per week; actual in-clinic time will depend on staff and business needs. Additionally, the incumbent should maintain full PASR competencies to ensure the ability to step in and provide comprehensive coverage when necessary.

Function/Duties of Position:

Personnel Coordination:

• Assists manager with interviewing and hiring PAS Specialists and PAS Resource Specialists.
• Orients, conducts, and arranges the training for new employees. Monitors for timely completion of training requirements and demonstration of core competencies. 
• Assists employees with problem identification and resolution.
• Provides management with feedback on employee performance in support of training progress, coaching, counseling, and/or performance reviews.

Quality & Clinical Operations Monitoring:

• Clinical Service Resource. Shares PAS expertise and disseminates information to other PAS personnel.
• Serves as an expert user of PASR systems and software.
• Investigates clinic-scheduling errors, investigates patient and provider scheduling complaints, works in partnership with practice managers to develop appropriate corrective action plans, and recommends operational changes as needed.
• Maintains PASR skills in the areas of enrollment and authorization, arranged care, point-of-service operations, integrated care, complex scheduling and telecommunications.
• Provides direct customer service in a PASR role for a minimum of one half-days per week in different clinics.
• May be required to fill in as needed for any subordinate PAS position within the service area.
• When necessary, communicates directly with patients or other customers who have encountered difficulty accessing health care at OHSU.
• As part of program structure, provides back up of scheduling activities including call processing when assigned.
• Will operate as float PASR for all team-scheduling needs when necessary, based on coverage needed, EPIC scheduling queue levels and call volumes.

Continued Professional Development:

• Successfully complete required PAS training and core competencies
• Completes all required learning and compliance module
• Maintains core competencies, and demonstrates continuous application of these skills throughout the period of employment.

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.

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

Job Related Knowledge, Skills and Abilities (Competencies):

• Demonstrated excellent verbal and written communication skills
• Ability to train others and be flexible to different learning styles
• Professional appearance 
• Must be flexible and a team player
• Proficient with MS Office (including Outlook, Word, Excel)
• Proficiency in OHSU computer applications.
• Working knowledge of medical terminology.
• Knowledge of managed care, commercial, Medicare, and Medicaid programs.
• Strong relationship building skills with patients, providers, staff, management, and outside collaborators.
• Exceptional customer service skills.

Preferred Qualifications:

• Associate Degree or Bachelor’s in Healthcare Administration or Business
• One year of infusion / procedural scheduling experience including high-volume incoming phone calls, scheduling of ancillary appointments and obtaining managed care authorizations.
• The candidate must have a thorough knowledge of PAS-type policies and procedures 
• Candidates should have demonstrated advanced PAS –type user skills as well as extensive knowledge of integrated care and medical systems.
• 2 years PAS experience at OHSU with experience answering busy incoming phone lines.
• Bilingual

Additional Details:

Monday – Friday. Ability to adjust schedule based on department needs (early or late meetings, weekends, etc.). Must be able to travel to different CHO locations, OHSU main campus, and the waterfront as needed.

All are welcome:Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.