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 HMC Burn/Plastic Clinic has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full Time, Day Shifts). The Patient Services Specialist (PSS) demonstrates service excellence standards in independently performing the following support services:
• Reception and discharge activities • Scheduling appointments • Coordinating care with other services • Checking-in patients • Providing initial triage • Coordinating referral process • Coordinating medical records • Obtaining and verifying registration information/insurance • Processing charge documents • Collection of time-of-service payments • Perform other necessary activities to maintain clinic operations
Job Duties and Performance Standards:
Reception Activities • Employ excellent customer service skills. • Ensure smooth patient flow. • Review clinic schedule daily. • Obtain patient demographic information and insurance information. • Provide general patient services. • Respond to patients’ needs and concerns as appropriate. Investigate complaints and works with office manager to find solutions. • May accept and process patient payments
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. • Assist in the preparation and maintenance of provider and clinic schedules.
Telephone Support • Answer the telephone in a professional, courteous, and efficient manner according to HMC telephone service standards; direct calls as appropriate. • 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,
Referral Coordination • Manage referral queue. • Obtain necessary insurance plan information. • Maintain ongoing documentation and track authorized referrals. • Ensure that all referrals are properly linked to appointments.
Medical Record Activities • Reviews daily schedules to identify required medical record requests. • Orders, 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 re-submit charge documents on a daily basis as necessary according to clinic guidelines.
General Duties • Assist in orientating and training new staff. • 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.) • Inventory and order office supplies and forms. • Sort and distribute faxes and mail on a daily basis. • Ensure daily functioning of office equipment. • Utilize on-line resources as required according to clinic practice and within University guidelines. • Perform other related duties as required.
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.