Patient Access Services (PAS) Specialist

Department Overview

The Patient Access Services (PAS) Specialist serves as a key first point of contact for patients, families, and referring providers, both in person and by phone. This position provides welcoming, professional, and efficient support to ensure a seamless patient experience from initial contact through completion of care.

 

Flexibility is essential, as responsibilities may shift between scheduling, registration, and coordination functions based on clinic needs. Based on department needs, the PAS Specialist may be responsible for gathering and recording accurate patient information, verifying insurance coverage and financial eligibility, obtaining necessary authorizations, completing registration in the electronic health record, and scheduling appointments. The role may support front desk and point-of-service operations, including greeting patients, collecting payments, validating insurance documentation, and ensuring required signatures and forms are complete.

 

This position requires strong organizational and multitasking skills, attention to detail, and the ability to adapt in a fast-paced environment while maintaining accuracy and professionalism. The PAS Specialist communicates effectively with patients, providers, and care teams, demonstrating empathy, discretion, and service excellence. Through these efforts, the PAS Specialist directly supports OHSU’s mission of advancing access, quality, and compassionate care for every patient.

Function/Duties of Position

Patient Access and Support

• Provide professional, welcoming, and efficient customer service to patients, families, visitors, and staff, both in person and by phone.
• Serve as a primary point of contact for patient inquiries, appointment assistance, and general clinic information.
• Check patients in and out; verify demographics, insurance, and referring provider information; ensure required forms and signatures are complete.
• Collect and process copayments, deposits, and other payments per OHSU policies.
• Answer, triage, and route calls promptly, ensuring clear communication and accurate documentation.
• Maintain organized and confidential workspaces; uphold HIPAA standards in all interactions.
• Demonstrate flexibility to support both front desk and telephone operations as needed.

Scheduling and Administrative Support

• Schedule, reschedule, and cancel patient appointments in EpicCare following standard workflows and clinic protocols.
• Schedule across multiple providers, services, and departments to support efficient appointment flow and timely access to care.
• Arrange special services such as interpreters, transportation, or mobility assistance when required.
• Communicate clearly with providers, staff, and referring offices regarding appointment details and patient needs.
• Processing messages, routing complete and actionable messages, gathering the relevant information to reduce the number of touches and patient care delays.
• Monitor schedules for accuracy, efficiency, and opportunities to improve access.
• Support patients with follow-up scheduling and ensure return appointments are accurately arranged and documented.

Financial Clearance

• Gather and verify patient insurance coverage, financial status, and eligibility prior to visits.
• Confirm the patient’s financial situation, network requirements, and authorization needs for clinical care, procedures, and diagnostic studies.
• Obtain prior authorizations and referrals as required, ensuring timely and accurate completion.
• Record and update insurance and authorization information in the Epic referral or related systems.
• Follow up on pending authorizations and communicate status updates to patients and care teams.

Teamwork and Compliance

• Work collaboratively with clinical and administrative team members to support smooth daily operations and exceptional patient care.
• Communicate effectively across teams, demonstrating professionalism and respect in all interactions.
• Participate in staff meetings, training sessions, and process improvement initiatives.
• Maintain required competencies and complete ongoing PAS training and updates as assigned.
• Adhere to OHSU’s Code of Conduct, policies, and confidentiality standards.
• Contribute to a positive and inclusive work environment that reflects OHSU’s mission and values.

Required Qualifications

• 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 

Knowledge and Skills Required:

• Basic computer keyboarding skills inclu