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 Harborview Medical Center's Neurosurgery Clinic has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full Time, Day Shifts). The Patient Services Specialist (PSS) employs excellent customer service skills and demonstrates service excellence standards in independently performing several support services.
PRIMARY PSS DUTIES:
Reception Activities: •Answer phones and gather information to triage calls to appropriate staff •Provide initial triage •Check in and check out patients •Obtain and verify registration information •Obtain patient demographic information and insurance information •May accept and process patient payments (co-pays, deposits, etc.) •Communicate basic information to patients such as insurance, parking, driving directions, etc. •Ensure smooth patient flow •Respond to patients’ needs and concerns as appropriate
Appointment Scheduling: •Schedule appointments consistent with patient needs and clinic scheduling guidelines •Assemble and send appointment and other information •Maintain current and accurate system by entering canceled and rescheduled appointments •Coordinate and schedule ancillary appointments and consult appointments
Telephone Support: •Answer the telephone in a professional, courteous, and efficient manner according to Harborview telephone service standards; direct calls as appropriate •Using clinic guidelines, gather information on the telephone regarding the nature of the patient concern •Triage calls to appropriate staff, obtain necessary information for the return call; initiate emergency procedure when necessary, use appropriate documentation tools •Communicate information on medical center programs to patients, referral agencies, University departments, physicians, and the community
Referral Coordination: •Manage Neurosurgery referral queue •Obtain necessary insurance plan information •Maintain ongoing documentation and tracks authorized referrals •Ensure that all referrals are properly linked to appointments
Medical Record Activities: •Review daily schedules to identify required medical record requests •Order, coordinate, and distribute medical records as needed •Prepare medical record according to clinic-specific procedures for patient visit •Assemble and maintain satellite medical records according to clinic-specific procedures
Billing Activities: •Initiate fee sheet upon patient arrival to clinic •Track fee sheet according to clinic guidelines to ensure that all services are billed •Audit fee sheets for completeness and accuracy, and process 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 •Perform other necessary activities to maintain clinic operations
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.