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 2019-2020 "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 click here..
The UWMC Outpatient Psychiatry and Headache Clinics has an outstanding opportunity for a Patient Services Specialist Supervisor (PSS Supervisor). This position is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit.
In addition, the PSS Supervisor demonstrates service excellence standards in performing the following functions: 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; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
Clinic Operation: • Directs the scheduling of patient appointments. • Monitors reception desk activities and directs patient flow, to ensure efficient operations. • Coordinates provider and clinic schedules. • Communicates provider session cancellations to manager and maintains cancellation reasons. • Develops and maintains monitoring system for patient appointment waiting times, no shows and cancellations. • Monitors clinic access data and adjusts workflow as required to meet standard. • Performs the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions.
Leadership/Supervision: • Interviews and recommends selection of applicants for hire. • Conducts annual performance evaluations and recommends disciplinary action. • Provides supervision for PSS's in designated related areas. • Develops and implements standards of performance, expectations, and assignments. • Assigns employee schedules, establishes plan for emergency staff coverage and acts upon leave requests. • Evaluates and actively problem-solves situations and uses these as educational opportunities for staff. • Identifies learning needs of staff, plans and conducts 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). • Acts as a resource and role model to staff. • Provides feedback regarding job performance to Patient Service Specialists and other assigned staff. Keeps manager apprised. • Reviews and corrects the work performed by others for compliance with established procedures. • Conducts annual performance evaluations and recommends disciplinary actions. • Develops, reviews, and maintains policies and procedures. • Monitors and evaluates policies and procedures to suggest operational changes. • Oversees environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors. • Maintains in-depth knowledge of various health insurance plans and billing systems. • Possesses in-depth knowledge of operational systems including telephone systems and all scheduling software. • Possesses knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements. • Manages staff records including timesheets. • Participate in budget preparation and administration. • Works with management, ED/QA and other staff on process improvements, developing training courses and planning ED/QA activities for staff. • Participates in monitoring quality assurance plans. • Prepare and maintain policies and procedures for patient service specialist functions
Reception/Scheduling: • Appointment scheduling procedures and patient flow at the reception desk. • Models excellent customer service skills. • Ensures smooth patient flow. • Responds to patients’ needs and concerns as appropriate. Investigates complaints and works with manager to find solutions. • May accept and process patient payments (co-pays, deposits, etc.) • Schedules appointments consistent with patient needs and clinic scheduling guidelines. • Oversees and/or maintains provider and clinic schedules.
Telephone Support: • Answers the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentors staff re: effective telephone techniques. • Using clinic guidelines, gathers 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.
Referral Coordination: • Oversees referral queue. • Obtains necessary insurance plan information. • Maintains ongoing documentation and tracks authorized referrals. • Ensures that all referrals are properly linked to appointments.
Billing Activities: • Initiates fee sheet upon patient arrival to clinic. • Tracks fee sheets according to clinic guidelines to ensure that all services are billed. • Audits fee sheets for completeness and accuracy and processes and submits to appropriate charge coordinator daily according to clinic guidelines • Reviews, corrects and resubmits charge documents on a daily basis as necessary according to clinic guidelines
General Duties: • Reviews email daily to stay current with clinic communication. • Maintains 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.) • Responds to facility and environmental emergencies according to established procedures. • Inventories and orders office supplies and forms. • Ensures daily functioning of office equipment. • Utilizes 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.