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 UWMC Center on Human Development and Disability (CHDD) Specialty Clinics has an outstanding opportunity for a Patient Services Specialist 3 (Full-Time, Day Shifts). Under general direction, the Patient Services Specialist 3 (PSS 3) coordinates all patient support services and operational support functions for the Infant Development Follow-up Clinic (IDFC) Clinic, its related research studies, the Late and Moderate Preterm Baby Clinic, as well as has sole responsibility for all support services within the Pediatric Audiology Clinic. Most clinics provide complex interdisciplinary assessments of infants and children with complicated birth and medical histories, as well as those with suspected hearing loss.
The PSS 3 regularly assigns, instructs, and checks the work of receptionist staff and participate in the selection and evaluation process of staff and is responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. The PSS 3 also 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; providing billing/cost information to patients; collecting time-of-service payments and performing other necessary activities to maintain clinic operations. Other duties include:
Clinic Operation: • Collaborate with the University of Washington’s NICU and Neonatal Division, as well as outside medical center NICU services regarding policy and procedure related to scheduling • Coordinate complex interdisciplinary 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. • Prepare clinic and provider schedules and assist with utilization/productivity reporting. • 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.
Leadership / Supervision: • Act as a resource role model for staff. • Participate in interviewing applicants. • Train and orient new employees and/or volunteers to department. • Provide feedback to manager regarding job performance of staff. • Evaluate and actively problem-solve. • Assist manager to develop, review, implement and maintain policies and procedures. • Assist in the identification of learning needs and ongoing training of staff.
Reception Activities: • Model excellent customer service skills. • Ensure smooth patient flow. • Proactively review clinic schedule. • Obtain patient demographic information and insurance information. • Respond to patients’ needs and concerns as appropriate. Investigate complaints and work with manager to find solutions. • Provide general patient services. • May accept and process patient payments (co-pays, deposits, etc.)
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 UWMC standards; direct calls as appropriate. Mentor staff on effective telephone technique. • 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, use appropriate documentation tools. • Communicate information on medical center programs to patients, referral agencies, University departments, physicians and the community. • Communicate basic information to patients such as insurance, parking, driving directions, etc.
Referral Coordination: • Oversee referral queues. • Obtain necessary insurance plan information. • Maintain ongoing documentation and track authorized referrals. • Ensure that all referrals are properly linked to appointments.
General Duties: • 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. • Sort and distribute faxes and mail on a daily basis. • Ensure daily functioning of office equipment. • Utilize online resources as required according to clinic practice 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.