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.
UWMC 5SA CARDIOTHORACIC ICU has an outstanding opportunity for a PATIENT SERVICES SPECIALIST 1-TRAINEE OR PSS 2 (Part-Time 60%, Day Shifts). The Patient Services Specialist (PSS) is the front-line customer service and support person for each unit.
The PSS is responsible for the following:
Providing patient-focused care using a customer service approach, and effective communication with medical staff, patients, visitors, and other medical center departments to facilitate patient care.
Transcription of physician orders using the UWMC transcription policy to assure completeness, accuracy, and timeliness.
Coordinating unit activities by acting as the communications center for the nursing unit.
Handling unit paperwork, including patient chart maintenance and patient information/orders.
Operating multiple-line telephone system.
Accessing and entering information in several patient databases.
Participating in non-nursing unit activities.
The person in this role partners in the orientation and training of support staff, nursing, medical students, and Patient Services Specialists. These responsibilities are often carried out simultaneously and with constant interruptions.
Additional PSS duties include:
Ensure smooth patient flow by paying attention to and communicating unusual events such as late arrivals and extended wait times.
Review clinic schedule daily to identify failed patient appointments and notify patient according to clinic-specific procedures.
Obtain patient demographic information and insurance information accurately and legibly.
Respond to patients’ needs and concerns as appropriate. Investigates complaints and works with office manager to find solutions.
Provide general patient services, such as directions, parking garage validation, calling for transportation, etc.
May accept and process patient payments (co-pays, deposits, etc.)
Schedule appointments consistent with patient needs and clinic scheduling guidelines, including collecting patient demographic information.
Assemble and send appointment and other information to patients and other customers.
Maintain current and accurate system by entering canceled and rescheduled appointments and make every effort to fill all available slots.
Coordinate and schedule ancillary appointments and consult appointments as appropriate.
Answer the telephone in a professional and courteous manner according to UWMC standards; direct calls as appropriate.
Using clinic guidelines, make telephone assessment of patient problem and severity of condition. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using 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.
Coordinate information and communication among clinics, providers, managed care plans, insurance companies and patients.
Coordinate referrals and managed care components of care delivery to enhance service to patients and ensure reimbursement to clinic.
Obtain and verify necessary documentation ensuring patient care is covered by insurance plan, and/or to determine level of coverage and requirements for accessing benefits.
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.