PAS Coordinator

Department Overview

The Division of Trauma, Critical Care and Acute Care Surgery is one of the largest divisions within the Department of Surgery, comprised of a team of dedicated faculty in support of OHSU as a Level 1 trauma center. Our trauma surgeons provide expert care to the most seriously injured patients in the state, instruct future generations of trauma surgeons, and conduct research into improving and advancing the treatment of trauma patients. Its surgical critical care fellowship program sponsors four fellows each year.

The purpose of this position is to assist in the coordination of clinical and hospital services in support of the Division of Trauma Critical Care & Acute Care Surgery and the faculty, APPs, fellows, and staff in the Division. This position facilitates patient access to OHSU health care services through direct contact and phone interactions with patients. This position is responsible for coordinating all surgery scheduling, providing financial cost information for uncovered services, obtaining authorizations for surgery, scheduling clinic and PMC appointments, gathering demographic and financial information, confirming/answering patient questions regarding health care coverage, directing urgent calls to appropriate resources and directly supporting the Department of Surgery objectives of clinical care, quality assurance, education and research. Candidate must also be flexible, a team player, have the ability to multi-task, be very detail oriented, and be able to work in a fast paced Surgical clinic environment where demands are high.

Function/Duties of Position

• Provide highest level of customer service to both external customers (patients and their families, referring providers, insurance carriers, etc.) 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.

• Coordinates and schedules surgeries for the Division of Trauma Critical Care & Acute Care Surgery. Maintains a master surgery schedule for both the OR and clinic procedures. Schedules OR time with surgery scheduling office and schedules admitting reservations with the Hospital Admitting Office. Coordinates pre-op needs with patients and physicians prior to surgery date. Informs administrative and physician staff about prior authorizations and prepayments. Assist in gathering and/or verifying patient information including demographics, insurance coverage, and financial status. Enter all information accurately into Epic. Follow-up on pending authorizations for upcoming surgeries. Arrange and request associated clinical, diagnostic, or laboratory services when necessary. Direct patients to appropriate providers for other care issues. Functions as liaison between Trauma, Critical Care & Acute Care Surgery and other Department of Surgery divisions and OHSU Departments - this involves coordinating the scheduling of surgery. Ability to interact with vendors as appropriate and order medical supplies as necessary.

• Obtains clinic referral/authorization and prior approvals for surgery. Assures that appropriate ICD9 and CPT codes are obtained. Screens incoming patient referrals and interviews the patient and/or patient representative (family member, referring physician, etc.) as needed. Obtains all insurance and / or financial information prior to scheduling surgery date. Counsels patient regarding financial policies. Assures that the appropriate waivers are completed. Works closely with the primary care physician, clinic, and insurance company to obtain prior authorization. Acts as liaison between patient, clinic, and the insurance company.

• Provides back-up/vacation coverage for other PAS positions as needed.

• Enters monthly attending call schedule into SmartWeb.Other clerical, clinic, and office duties as assigned by the Division Manager. Document editing, proof-reading and development of division written materials such as letters, newsletters, articles, essays and web-site content, data entry.

• Personnel Coordination: Assists supervisor with interviewing, hiring and trainig PAS staff. Orients new employees and makes arrangements for training. Montiors timely completetion of training requirements. Prepares Standard work SOPs and job breakdown sheets. When asked, prepares PAS performance assessments and provides documentation to supervisor or manager.

• Clinical and Administrative Operations Monitoring: Completes monthly confirmation of standard work audits on PAS group as part of clinic daily management systems. Recommends operational changes as needed. Investigates provider or staff complaints, developing corrective action plans and service recovery. Oversees clinical processes and flow. Ensures providers and residents are on schedule and patients are moving through clinic timely. Provides feedback and proposes process improvement plans to medical director and division manager. Oversees implementation of plans and reports progress. Provides occasional administrative support to EGS Director and faculty in charge of creating call-schedule.

• Clinical Service Resource: Shares PAS expertise, especially pertaining to practice surgery coordination, to other division resources within the Department of Surgery and institution. Serves as expert in Optime Epic functionality and other integrated care coordination. Participates in OPEx continuous improvement efforts for the OR team, Division and Department.

Required Qualifications

• High School Diploma.

• 2 years of clerical experience in a medical office setting, including high-volume direct patient contact, scheduling of appointments and obtaining managed care authorizations.

• The candidate 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.

• At least 2 years of recent experience with high volume direct patient contact in a fast-paced clinic environment.

• Previous working experience with high volume multi-line phones.

• Managed care experience, previous experience scheduling patient appointments and one year of surgery scheduling experience are required.

• Working knowledge and understanding of medical terminology.

• Demonstrated excellent verbal and written communication skills;

• Professional appearance, strong customer service skills. Must be flexible and a team player.

• Windows applications, on-line scheduling, and accurate spelling skills are required.

• Demonstrated ability to work in a fast-paced environment;

• Intermediate computer keyboarding skills including typing of 70 wpm and working knowledge of MS Office;

• Demonstrated working knowledge and understanding of medical terminology and insurance authorization processes;

• Demonstrated strong relationship building skills with patients, care plans, providers, clinic staff, management, OHSU and community partners;

• Demonstrated exceptional customer service skills - both in-person and on the telephone; Exceptional interpersonal skills-able to resolve conflicts and problem solve between parties;

• Demonstrates active listening skills and supportive, professional behavior.

• Ability to manage multiple priorities, prioritize workload, meet deadlines and meet urgent patient, physician and system needs;

• Ability to work accurately and without constant supervision;

Preferred Qualifications

• Bachelors degree

• Demonstrated previous experience using EPIC, including Cadence, EARL and surgery scheduling;

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.