PAS Coordinator

Function/Duties of Position

Customer Service. Delivers high-quality service to both external customers (patients, referring providers, and insurance carriers) and internal customers (OHSU health care providers and staff), consistently meeting or exceeding industry service standards. Responsibilities include prompt and professional communication, strong face-to-face service skills, effective crisis management, proficient use of available information technology, adherence to standard complaint-resolution processes, flexible support for internal operational needs, and the ongoing application of process-improvement methods and skills.

Training and Competency

• Successfully completes all required PAS initial training and core-competency assessments before or during the trial service period.
• Completes all required update modules as assigned.
• Maintains core competencies and demonstrates consistent, ongoing application of these skills throughout employment.

Clinical Service Resource

• Shares PAS expertise and disseminates essential information to PAS personnel.
• Serves as an expert user of PAS systems and software.
• Maintains a working knowledge of diagnostic and procedural coding relevant to the service area.
• Maintains PAS Specialist competencies in enrollment and authorization, arranged care, point-of-service operations, integrated care, and telecommunications.
• May be required to provide coverage for any subordinate PAS role within the service area.
• Communicate directly with patients or other customers who have trouble accessing care at OHSU.

Personnel Coordination

• Aids the employment supervisor by interviewing and hiring PAS Specialists and PAS Resource Specialists.
• Orients new employees and plans for training.
• Maintains timely completion of training requirements and demonstration of core competencies.
• Makes assignments and approvals for PAS-related work.
• Investigates PAS-related performance problems and prepares the standard PAS accountability documents up to and including removal of PAS system access.
• Provides input to supervisor regarding progressive discipline.
• Prepares PAS Performance Assessments and provides this documentation to PAS Central and to the employment supervisor.
• Assists employees with problem identification and resolution.
• Coordinates PAS personnel work schedules and time-away, and arranges coverage for absent PAS personnel when necessary.

Clinical Operations Monitoring

• Investigates clinic scheduling errors, patient volume, and flow, unkept appointments and rescheduling, and providers' time utilization; recommends operational changes as needed.
• Investigates claim denials, particularly for evidence of PAS non-compliance; communicates findings to appropriate PAS personnel and providers.
• Reviews cash-collected statistics with anticipated collections data and investigates discrepancies.
• Investigates patient and provider complaints and develops appropriate corrective action plans.
• Applies problem-solving and negotiating skills in resolving patient concerns and managed care related problems.
• Attends OHSU meetings/seminars related to managed care and scheduling.

Administrative Operations

• Troubleshoots applicable equipment problems and initiates new equipment requests.
• Maintains equipment and space inventories.
• Serves as an ITG Network Contact and telecommunications phone counselor for the PAS cluster.
• Serves as a timekeeper.
• Sets up badge requests for applicable staff.