UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. UW Medicine owns or operates Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, UW Medical Center, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s.
UW Medicine has an outstanding opportunity for a fixed duration appointment Program Coordinator in the Transfer Center & Community Care Line.
The UW Medicine Transfer Center is a 24-hour unit that facilitates patient transfers to all four UW Medicine hospital entities from across the WWAMI region and throughout the country. In addition to patient transfers the department operates the Community Care Line — a 24-hour nurse advice line for UW Medicine patients and contracted clinics.
The Program Coordinator provides a high level of support to the nursing staff in the department for the program's daily operations. The PC is primarily responsible for receiving and documenting incoming calls from providers requesting to transfer patients to UW Medicine, or calls from patients needing nursing advice. Coordinators must carefully identify patients and locate an existing record or otherwise register the patient in the respective system. Throughout the transfer process PCs will collaborate across several departments to ensure the accurate and timely flow of MRNs, imaging, and relevant patient documentation in a multiple software-application environment.
• Answer calls from outside providers in the WWAMI region and beyond requesting patient transfers and consultations
• Answer calls from patients requesting RN advice
• Assess callers needs to prioritize emergent or critical issues and direct to the appropriate resource as needed
• Acknowledges and treats all federally-protected patient health information (PHI) in a manner consistent with UW Medicine standards and applicable laws.
• Collect patient and provider demographics and referring facility contact information to document transfers in the N-Centaurus database.
• Accurately input patient demographics and reason for call in the Epic In-basket messaging system for nurse advise encounters
• Collaborate with multiple departments to ensure the accurate and timely flow of patient documentation, including medical record numbers, face-sheets, transfer-summaries, and imaging.
• Assist nursing staff by providing non clinical info to callers and/or directing callers to appropriate medical center services as needed.
• Ensure accuracy and complete patient transfer charts for the preparation of statistical reports
• Assist staff with daily follow-up communications to referring physicians and facilities.
• Assist staff with data accuracy and maintenance for the preparation of reports
• Other duties and projects as assigned by management
• Develops organizational systems to effectively complete and track daily job functions and efficiently utilize department resources
• Consistently utilizes creative problem-solving approaches to resolve difficult situations
• Identifies self and department when answering the phone and/or greeting others; speaks in a confident, friendly manner that conveys a positive reception
• Directs calls to appropriate staff in a timely manner
• Provides updates to the Manager regarding work assignments and priorities left to be done
• Uses feedback/perceptions of others to recommend changes in organization, systems or routines
• Protects confidentiality of written and verbal information according to policy and procedure
• Reports when illegal/unethical/unprofessional practice of another member of the health care team occurs
• Maintains a personal philosophy of continuous process improvement
• Takes a proactive approach to job functions; anticipates problems and seeks solutions
• Ability to work independently with minimal supervision and manage multiple priorities
• Commitment to completing job functions with great attention to detail and with a routine, critical self-review
High school graduation or equivalent AND two years of experience in the program specialty
Additional Departmental Requirements:
50 WPM typing/data entry,
Competency in Word processing and Excel and/or Access database,
Excellent written and verbal communication skills.
Ability to work successfully in a team environment.
Ability to maintain confidentiality of communications
Experience directing the work of others and working in a team environment.
A Bachelor’s degree and 1 year experience working as a switchboard operator and experience in a high volume setting.
One year of specialized clerical experience may be substituted for education
Demonstrated excellent oral and written communication skills
Strong problem solving skills including tolerance for ambiguity
Proficiency in Microsoft Windows navigation & Microsoft Office Suite
Knowledge of medical terminology
Knowledge of medical subspecialties
Experience working in emergency or crisis situations
Direct experience with EPIC application
Experience in a large complex healthcare system or academic healthcare setting
Familiarity of healthcare industry, trends and coming policy changes
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.