Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States, and ranked as the number 1 hospital in Washington State, as rated by U.S. News & World Report 2016-2017 "America's Best Hospitals", UWMC prides itself on compassionate patient care as well as its pioneering medical advances. UWMC is operated by the University of Washington (UW) and serves as a training site for UW's School of Medicine.The University of Washington 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 UWMC Eastside Specialty Center, located in Bellevue, Washington, is a multi-specialty clinic providing physician visits/consultations to patients on the Eastside. The clinic programs include GI, General Surgery, Vascular, Urgent Care, Dermatology, Urology, Cardiology, Neurology, ENT, and other specialties; each of these programs has development needs. The Eastside Specialty Center has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Day Shifts). The Patient Services Specialist Supervisor (PSS Supervisor) is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit. With delegated authority, the PSS Supervisor interviews and recommends selection of applicants for hire; plans and conducts training; assigns and schedules work; acts upon leave requests; conducts annual performance evaluations and recommends disciplinary action. The PSS Supervisor is responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. The PSS Supervisor prepares and maintains policies and procedures for patient service specialist functions, and demonstrates service excellence standards in performing the following functions: reception and discharge activities; scheduling appointments; coordinating ancillary appointments; checking in patients; providing initial triage; coordinating the referral process; coordinating medical records; verifying and updating registration information; processing charge documents; collecting time of service payments; performing other necessary activities to maintain clinic operations.RESPONSIBILITIES INCLUDE:
Direct the scheduling of patient appointments.
Monitor reception desk activities and direct patient flow, to ensure efficient operations.
Coordinate provider schedules.
Communicate provider session cancellations to manager and maintain cancellation reasons.
Develop and maintain monitoring system for patient appointment waiting times, no shows and cancellations.
Monitor clinic access data and adjust workflow as required to meet standard.
Interview and recommend the selection of candidates.
Develop and implement standards of performance, expectations and assignments.
Assign employee schedules, establish plan for emergency staff coverage and act upon leave requests.
Evaluate and actively problem-solve presenting situations and use these as educational opportunities for staff.
Identify learning needs of staff, plan and conduct training of new employees as well as in-service education for staff (including orientation of medical and clinic staff to reception and appointment scheduling procedures).
Act as a resource and role model to staff.
Provide feedback regarding job performance to Patient Service Specialists and other assigned staff. Keep manager apprised.
Review and correct the work performed by others for compliance with established procedures.
Conduct annual performance evaluations and recommend disciplinary actions.
Develop, review and maintain policies and procedures.
Monitor and evaluate policies and procedures to suggest operational changes.
Oversee environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors.
Maintain in-depth knowledge of various health insurance plans and billing systems.
Possess in-depth knowledge of operational systems including telephone systems and all scheduling software.
Possess knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements.
Manage staff records including time sheets.
Participate in budget preparation and administration.
Work with management, ED/QA and other staff on process improvements, developing training courses and planning ED/QA activities for staff.
Participate in monitoring quality assurance plans.
Perform the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions.
Model excellent customer service skills.
Ensure smooth patient flow.
Respond to patients' needs and concerns as appropriate. Investigate complaints and works with manager to find solutions.
May accept and process patient payments (co-pays, deposits, etc.)
Schedule appointments consistent with patient needs and clinic scheduling guidelines.
Oversee and/or maintain provider and clinic schedules.
Answer the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentor staff re: effective telephone techniques.
Using clinic guidelines, gather information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using appropriate documentation tools.
Obtain necessary insurance plan information.
Maintain ongoing documentation and track authorized referrals.
Ensure that all referrals are properly linked to appointments.
Initiate fee sheet upon patient arrival to clinic.
Track fee sheets according to clinic guidelines to ensure that all services are billed.
Audit fee sheets for completeness and accuracy and processes and submit to appropriate charge coordinator daily according to clinic guidelines.
Review, correct and resubmit charge documents on a daily basis as necessary according to clinic guidelines.Review email daily to stay current with clinic communication.
Maintain the physical environment for safety of staff and patients and for aesthetic presentation of the area (for example, organizing the waiting room furniture and magazine area.)
Respond to facility and environmental emergencies according to established procedures.
Inventory and order office supplies and forms.
Ensure daily functioning of office equipment.
Utilize online resources as required according to clinic practice and within University guidelines.
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.