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 2018-2019 "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.UWMC's Emergency Department has an outstanding opportunity for a PATIENT SERVICES SPECIALIST LEAD (Full Time, Night Shifts). Under general direction of the Supervisor, the UWMC Emergency Department PSS Lead is responsible for the direction, orientation, and training of the Patient Services Specialists (PSS). The UWMC Emergency Department is a fast-paced and high-volume environment that requires a strong emphasis on accuracy, collaboration, teamwork, and problem-solving abilities. The PSS Lead will perform the following PSS duties: reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; coordinate referral process; coordinate medical records; verify and update registration information; collect time-of-service payments; and perform other necessary activities to maintain clinic operations. The PSS Lead will regularly assign, instruct, and audit the work of the PSS staff and provide feedback to the Supervisor. The PSS Lead will be responsible for the patient flow at the front desk and provide patient-focused care through the use of customer service strategies. Additional duties include:
Ensure efficient front desk operations by monitoring front desk activities and directing patient flow.
Assign, instruct, and check the work of others and provide feedback to the supervisor and manager on the selection and evaluation of staff.
Efficiently direct and schedule PSS staff according to department needs and communicate to the supervisor.
In conjunction with supervisor, develop and implement standards of performance, expectations, and task delineations for PSS staff.
Professionally act as a resource person and role model to PSS staff.
Provide constructive feedback to supervisor regarding job performance of PSS staff on a continual basis and for employee performance evaluations and training plans.
Effectively evaluate and actively problem-solve presenting situations and use these as educational opportunities for PSS staff.
Continually review departmental policies and procedures to suggest updates, operational changes, and/or process improvements.
Assist with interviews; train and orient new employees and/or volunteers.
Professionally respond to patient questions.
HIPAA and privacy compliance: Demonstrate knowledge and understanding of and maintain complete confidentiality of employee information and medical center strategic plans and initiatives, financial information, or other sensitive materials and information in printed, electronic, or verbal form, which may jeopardize employee rights or medical center operations. Access and use the minimum necessary employee and medical center information and only to perform job responsibilities and duties. Other duties as assigned.
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.