PAS Specialist

• 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

• Participates in activities, committees and other workgroups as appropriate.
• Participates in ongoing professional development, mentoring and competency assessment for self and other staff. This includes, but not limited to, attending & leading educational classes, communicating additional training needs to supervisor, attending staff meetings, assisting in orientation of new staff, cross training for other teams as needed, performing peer reviews.
• Reports program development needs to manager and assist in departmental, division and hospital quality improvement initiatives.
• Actively works with team members, leads, and manager for continuous improvement of department operations, as identified.
• Reports schedule conflicts to supervisor/designee and assist in problem solving for good customer service

Telecommunications.

• Triages and documents accurately telephone calls from patients including requests for orthotic & prosthetic supplies, 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

• Basic computer keyboarding skills including typing of 30 - 45 wpm.
• Note : Successful completion of a formal OHSU Administrative Internship Program will substitute for one year of experience. Contact Compensation for confirmation of eligibility.
• Medical Terminology
• 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. Strong customer service orientation. Demonstrated effectiveness in confrontational customer interactions.
• OHSU Hospital, CHH, Remote location.
• This position works in a busy office environment with multiple, competing demands; frequent interruptions, and interpersonal interactions with both internal and external customers.
• Continuous computer work up to 8+ hours a day, ability to sit/stand for 4 hours at a time per shift.