The Department Support Specialist provides high-quality customer service to patients, providers, staff, and insurance carriers that meets or exceeds the service standards of the health care industry. This duty includes prompt and professional communication, face-to-face customer contact, crisis management, complaint processing, flexible coverage of internal service needs, and the continuous application of process improvement methods and skills. Interacts with internal or external services to coordinate patient and provider services and activities.
This position performs in a manner which maintains the confidentiality and privacy of each patient and promotes professional habits through personal appearance, work ethic, attitude and ability to work as a team member. Able to be flexible with hours/schedule/location to provide cross coverage as needed.
The PAS greets patients and confirms admission details and/or purpose for visit, inspects insurance and identification cards, collects deductible payments, co-payments, and deposits on services; provides receipts and completes necessary accounting procedures and ensures accuracy of demographics, registration and billing information for the visit, updating as needed. They determine urgent/emergent medical situations and activate the rapid response team or engages the assistance of nursing staff to assist. They will check out patients and schedule follow-up appointments as need and validates parking.Other duties may include Obtaining and creating medical records as needed, arranging transport stretchers, wheelchairs, and interpreters, and accommodates other special needs.Provide personal reminders to patients about upcoming appointments.Arranges and coordinates associated clinical, diagnostic, or laboratory services; may obtain or support authorization process.Routes direct referrals to other clinical services, and initiates authorization requests for subsequent care.Opens and closes clinic.Determines appropriate billing for type of service patient will receive. Knowledgeable about and provides patient education regarding OHSU financial assistance and pre-service or co-pay payment policy, Patient Rights, Advance Directive, CMS and Medicare rules, and use of patient information and/or specimens in OHSU research. Collect and accurately documents inquiries from patients including complaints, general information, preparation for upcoming admissions, financial and billing information, and directs patients to appropriate resources for other health care related issues. Route such information or requests promptly to the appropriate staff member. Provides registration and admitting process support to other OHSU departments.Administrative support for clinic, including data entry, scanning, copying, medical records requests, etc.