PAS Revenue Cycle Specialist

Department Overview

As a PAS Revenue Cycle Specialist you are responsible for all processes in Centralized Check-In involving signing in, checking in, and/or admitting of patients prior to being seen by a provider or health care worker of OHSU. This includes, but is not limited to, greeting patients upon arrival in the sign-in area, careful review of insurance and demographic information with each patient and recording changes in the online systems, verifies account status, authorization information and copay/prepay information with patient against online systems, collects co-pays, contacts appropriate department staff when abnormalities arise, notifies clinical staff when patients arrive, prepare and distribute patient paperwork upon patient sign-in/check-in/admission, monitors how long patients are kept in waiting room and intervenes as necessary, as well as other responsibilities associated with efficient and effective signing in, checking in, and/or admitting of patients. Additional duties include answering incoming calls to the front desk phone lines, opening and closing procedures, updating the event tracker per job aid protocols, and following other various job aids and work flows. This position is a key element in providing high level customer service to the multi-disciplinary clinical buildings’ patient population.

Function/Duties of Position

Customer Service:

• Provides high quality customer service to both external and internal that meets or exceeds the service standards of the health care industry.
• Promptly greet all patients, visitors, and others in a warm, courteous and professional manner, face to face or over the phone.
• Demonstrates the ability to communicate effectively, timely, and respectfully at all times, especially in a high stress environment.
• Provides flexible coverage to assist with internal service needs and the continuous application of process improvement methods and skills.
• Determine customer needs proactively, and direct inquiries to appropriate resources.
• As problems and miscommunications occur with internal or external customers.
• demonstrates the ability to clarify and resolve problems immediately to avoid further communication breakdowns.
• Demonstrates respect and cooperation in all staff relationships, with a genuine willingness to prevent or resolve inter-personal conflicts.
• Demonstrates knowledge of all department locations, units, and buildings on OHSU Campus.
• Answers multi-line telephone inquiries. Determine caller needs and assist callers efficiently and appropriately.
• Determine priorities and act quickly, make decisions efficiency and in a calm manner in emergency and stressful situations.
• Upholding institutional policies regarding general public areas on OHSU campus and inside OHSU buildings. This includes screening patients, visitors, vendors and vendor reps as well as reminding them of the policies.
• Liaison between clinical team, practice leaders, and case management for complicated patients and family members.
• Utilizes appropriate interpreter services when necessary.

Patient Registration/Interviews:

• Gathers, adds, updates, and/or verifies detailed demographic information and completed/signed forms required for services.
• These functions are performed at stationary computer terminals, occasionally over the phone or at beside with paper forms and/or a tablet.
• Hand written documentation may only be utilized during computer downtime or device malfunction.
• Completes Race, Ethnicity, Language, and Disability (REALD) questionnaire with patient face to face or over the phone and updates REALD Smart Form as required by law.
• Serves as liaison for patients and families with questions.
• Satisfies state regulations to identify support persons for individuals with disabilities.
• Correctly identifies patient service type to establish an accurate and billable account.
• Corrects patient identity inaccuracies, as identified.
• Schedules reservations into Epic with a base knowledge of diagnoses and procedures.
• Validates appropriate admitting locations by procedure and admitting provider to ensure appropriate patient placement.
• Provides patient education regarding OHSU financial assistance, insurance coordination of benefits, Patient Rights, Terms & Conditions, Advance Directives, Medicare Secondary Payer Questionnaire, Medicare and Commercial notices of Non-Covered services (ABN or NCCF), Important Message from Medicare, Release of Information, Special Consent, Champus Message to patients and their representatives, Notice of Privacy Practices, use of patient information and/or specimens in OHSU research, and other facility or regulatory documents.
• Obtains signatures and e