PAS Resource Specialist

Oregon Health & Science University; Portland (OR); On-site; USD 48,000 - 60,000; Full time

Job summary

A leading academic medical center in Portland is seeking a PAS Resource Specialist to serve as the first point of contact for patients. The role includes scheduling appointments, managing patient information, and providing excellent customer service. Ideal candidates will have experience in medical settings, a strong customer service orientation, and excellent communication skills. Join a dedicated team focused on improving patient access and experience in a fast-paced environment.

Qualifications

• One year of experience in a medical office setting with high-volume direct patient contact and scheduling.
• Thorough knowledge of PAS policies and procedures.
• Excellent verbal and written communication skills.
• Excellent verbal and written communication skills; strong customer service orientation.
• Demonstrated effectiveness in confrontational customer interactions.
• Professional manner in dealing with others and maintaining constructive working relationships.
• Team-centered collaboration and timely support in a high-volume, high-noise environment.
• Attendance and dependability, including punctuality and a conscientious approach to assignments.
• Knowledge of Epic systems and OHSU network systems, including Outlook and Microsoft Office.
• Experience with high-volume phone calls and scheduling appointments.
• Previous front-desk reception experience in a medical setting.

Responsibilities

• Schedule high volume patient appointments and procedures.
• Serve as a liaison and information resource for physicians and nursing staff.
• Conduct patient verification by collecting and entering demographic and insurance information.
• Conduct patient verification by collecting and entering demographic, insurance, and financial information.
• Confirm health insurance coverage, eligibility, and managed care arrangements; obtain authorizations and benefit checks when required.
• Prepare, mail, fax, or transmit MyChart packets of patient information.
• Direct patients to appropriate providers and other health care services.
• Complete and route direct referrals to other clinical services.
• Respond to patient messages via phone, email, and electronic communication.
• Enter patient information accurately into the electronic medical record (EMR).
• Arrange assistive devices such as wheelchairs or interpreters as necessary.
• Take incoming calls, screen, and route calls to the appropriate staff or provider; make outgoing calls to patients and referring offices.
• Create EMR telephone encounters, documenting requests such as medication refills, complaints, scheduling requests, and urgent health care concerns.
• Deliver information or requests promptly to the appropriate providers or their designees.
• Provide the highest level of customer service to external and internal customers, meeting or exceeding service standards and continuously applying process improvement methods.
• Identify and collect co‑payments, provide receipts, and notify clinical staff of patient arrival.
• Monitor patient wait times and intervene as necessary; distribute paperwork and validate parking as required.
• Perform additional duties as assigned based on changing clinic operational needs.

Skills

Customer service orientation

Excellent verbal and written communication skills

Team-centered collaboration

Basic computer skills

Handling difficult customers

Professionalism

Teamwork

Reliability

Epic

MS Office

Outlook

Phone scheduling

Front-desk experience

Tools

Epic systems

Microsoft Office

Outlook

Job description

Job Title

PAS Resource Specialist

Employer

Oregon Health & Science University

Department Overview

The PAS Resource Specialist is the initial point of contact for OHSU patients, providing excellent customer service and scheduling for both in‑person and phone appointments. The role coordinates the patient experience throughout the access to care process at OHSU and serves as a liaison among patients, families, providers, clinical and non‑clinical staff, and insurance companies.

Responsibilities

• Schedule high volume patient appointments and procedures, and manage reschedule and wait lists.
• Serve as a liaison and information resource for physicians, nursing, other support staff, and referring offices.
• Check‑in and check‑out patients; greet and escort patients to providers.
• Conduct patient verification by collecting and entering demographic, insurance, and financial information.
• Confirm health insurance coverage, eligibility, and managed care arrangements; obtain authorizations and benefit checks when required.
• Prepare, mail, fax, or transmit MyChart packets of patient information.
• Direct patients to appropriate providers and other health care services.
• Complete and route direct referrals to other clinical services.
• Respond to patient messages via phone, email, and electronic communication.
• Enter patient information accurately into the electronic medical record (EMR).
• Arrange assistive devices such as wheelchairs or interpreters as necessary.
• Take incoming calls, screen, and route calls to the appropriate staff or provider; make outgoing calls to patients and referring offices.
• Create EMR telephone encounters, documenting requests such as medication refills, complaints, scheduling requests, and urgent health care concerns.
• Deliver information or requests promptly to the appropriate providers or their designees.
• Provide the highest level of customer service to external and internal customers, meeting or exceeding service standards and continuously applying process improvement methods.
• Identify and collect co‑payments, provide receipts, and notify clinical staff of patient arrival.
• Monitor patient wait times and intervene as necessary; distribute paperwork and validate parking as required.
• Perform additional duties as assigned based on changing clinic operational needs.

Qualifications

• One year of experience in a medical office setting with high‑volume direct patient contact and scheduling; or one and a half years of work experience in a high volume public contact position and six months experience in a medical office setting.
• Thorough knowledge of PAS policies and procedures; advanced PAS user skills; extensive knowledge of integrated care at OHSU.
• Basic computer skills, including word processing and Windows applications; proficiency in online scheduling and database skills.
• Excellent verbal and written communication skills; strong customer service orientation.
• Demonstrated effectiveness in confrontational customer interactions.
• Professional manner in dealing with others and maintaining constructive working relationships.
• Team‑centered collaboration and timely support in a high‑volume, high‑noise environment.
• Attendance and dependability, including punctuality and a conscientious approach to assignments.
• Knowledge of Epic systems and OHSU network systems, including Outlook and Microsoft Office.
• Experience with high‑volume phone calls and scheduling appointments.
• Previous front‑desk reception experience in a medical setting.

Additional Details

• Monday – Friday 7:30 AM – 4:00 PM.
• Must share office space with colleagues and providers.
• Must multi‑task in a high‑volume, high‑noise environment with multiple demands and interruptions.
• Must sit long periods of time and spend 90% of time on the telephone and computer usage.

Equal Opportunity

Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the affirmative action and equal opportunity department at 503‑494‑5148 or [e-mail].