As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW's School of Medicine.
The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
The HMC 3rd Ave Primary Care Clinic (located in Belltown, downtown Seattle) has an outstanding opportunity for a Patient Services Specialist 3 (Full Time, Day Shifts), skilled in working with homeless patients. Under general supervision, the Patient Services Specialist 3 (PSS 3) performs specialized clerical and technical duties to facilitate the delivery of patient care. The PSS 3 functions as the expert for the assigned service area, identifying process improvements and recommending solutions. Using extensive, indepth knowledge of services provided in area, the PSS 3 recommends process improvements to the patient services support work design and flow. The PSS 3 may also provide guidance to staff outside assigned service area, and may be cross trained in more than one service area.
Standards of Performance
Apply UW and Medical Center-specific practices and understand the organizational structure for appropriate use of such things as computer systems; authorization requirements; forms; unit-/department-specific policies and procedures; and state and federal laws, e.g., HIPAA compliance
Respond to patient questions; provide directions to specified areas such clinics, units, ancillary departments, support services, parking, and eating facilities; assist patients in accessing hospital and community services by consulting and making referrals to appropriate resources; assist patients and families with telephone calls; maintain confidentiality of patient information
Ensure positive and professional first impression of the clinic while communicating pleasantly and in a manner that optimizes patient privacy
Is a role model in consistency and quality of customer service skills as applied to patients, co-workers, and staff in other service areas
Demonstrate proactive, professional communication across and within department to facilitate smooth workflow, and to ensure department is positively represented throughout the organization
Maintain/improve own professional competence, knowledge, and skills to meet identified self-learning needs and annual review requirements
Schedule new, return, ancillary, and procedure appointments consistent with patient needs and scheduling guidelines; obtains authorization; complete required documentation; enter appointment information in online appointment system; maintain schedule by entering cancelled and rescheduled appointments
Complete basic template functions in Epic with guidance from BOS. Accurately block time as directed
Communicate scheduling conflicts and inefficiencies to supervision
Coordinate obtaining interpreters for patients
Arrange for patient transportation to outside facilities; coordinate patient transportation within facility; escort patients to various treatment areas
Perform general clerical duties such as answering and screening telephone calls, processing mail, assembling and sending information to patients, and inventorying, ordering, and stocking supplies; maintains record of services ordered
Demonstrate proficiency in the use of clinic's communication devices such as paging, email, phones, and emergency call system.
Participates in orienting and training new staff
Provide support in data management and tracking as needed
Demonstrate excellent time management skills by prioritizing appropriately when busy and effectively utilizing downtime in a productive manner
Consistently meet assigned deadlines
May provide back up for Business Operations Supervisor on a limited and/or temporary basis
Proactively offer assistance to others and is able to clearly articulate department standards of performance
Consistently demonstrate accuracy
Act as a resource to other staff in patient support services and registration provided in assigned service area. Collaborate effectively with other departments
Work with appropriate staff and management to identify issues with processes and make recommendations for improvements
Participate in a positive manner on clinic/divisional process changes
Independently and accurately complete template tasks as assigned
May float between service areas to facilitate the delivery of services provided
Assist in the preparation and maintenance of provider and clinic schedules
Utilize available resources for problem solving such as the desk flip file, clinic contact list, other PSS's, etc.
Receive and give feedback in a constructive and courteous manner. Act on feedback to adjust behavior when possible
Ask for help as needed and proactively pitches in to keep clinic caught up on a daily basis (even if not on task list for that day)
Communicate with co-workers on any hand-off needed when going to breaks or leaving for the day
Contribute solicited feedback for improvement in efficiency and clinic operations. See and communicate opportunities to reduce wasted effort or improve experience for customers or staff
Treat patients and family members, clinic staff, other departmental staff, telephone callers, and those approaching the desk area as customers. Greet in a friendly, helpful manner, identifies self when appropriate and informs customers to reduce anxiety
Maintain patient confidentiality with computerized and paper information
Demonstrate reliability in work attendance. Show flexibility in response to unexpected changes and emergencies in clinic
Provide telephone screening of patient medical problems and severity of condition
Triage patient telephone calls to clinical staff; obtain necessary information for the return call; initiate emergency procedures when necessary
Register patients; verify, collect, and update demographic and financial information by appropriate means; determine eligibility for care; assign appropriate payor plans; obtain insurance claim forms and agency authorizations; verify eligibility and benefits for third party payors for planned and/or emergency services; verify insurance coverage; obtain authorizations; complete Medicare as a Secondary Payor forms; document comments for financial file; obtain necessary signatures for consents; collect co-payment or other patient liabilities
Assist patients in completing various documents such as insurance forms and other patient paperwork
Communicate various types of information to patients, referral agencies, departments, physicians, and the community such as financial arrangements for special programs and experimental protocols, hospital charge estimates, insurance coverage, and billing procedures
Facilitate patient check-in and check-out including all necessary patient paperwork, which may include charge documents
Process and reconcile patient charge documents, ensuring accuracy; investigates and corrects rejected charges
Demonstrate knowledge of cost efficiencies in the performance of job duties. Utilize supplies, resources, and time appropriately
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.