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 2018-2019 "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 UW Eastside Specialty Center has an outstanding opportunity for a Patient Services Specialist Lead (Full-Time, Day shifts).
The PSS Lead coordinates the daily patient intake, checkout flow and ensures excellent patient support services for all specialties. They work with Patient Services Specialists and perform the work of other PSS levels. Under general direction and supervision from the PSS Supervisor, they regularly assign, instruct and check the work of others. Trains and orients new staff and provides feedback on employee performance while identifying and resolving problems.
The PSS Lead must demonstrate competency in the following activities:
Staff Supervision and Leadership • Assign both daily and emergency coverage schedules to ensure that all service areas are sufficiently supported. • Review and correct the work of others for compliance with established procedures. • Provide feedback to supervisor/manager for employee performance evaluations, corrective action plans and staff training. • Assist in the preparation and maintenance of clinic staffing schedules in collaboration with the PSS Supervisor. • Train and orient new employees in the duties of the PSS job classification. • Participate in routine staff meetings to share information and create a team building forum.
Reception/Scheduling Activities • Show a high degree of professionalism when performing the tasks and duties of the PSS classification. • Schedule patient appointments including new, follow-up, procedures, reschedules, and cancellations. • Assist others and resolve problems as necessary. • Ensure smooth reception and check out for all patients. • Provide coverage for PSSs in all specialties and at the front desk as needed.
Telephone Support • Monitor and manage the telephone skills of all PSS staff to ensure appropriate and timely response to calls. • Answer the telephone in a professional & courteous manner according to UWMC standards. • Correctly assess patient questions and needs and responds quickly and appropriately. • Direct calls to appropriate staff; obtains necessary information for the return call; initiates emergency procedure when necessary.
Referral Coordination • Verify patient insurance status. • Initiate referral and confirms authorization for services. • Maintain excellent interdepartmental communications to ensure that patients receive timely and supportive services in other areas.
Medical Records/Billing Activities • Review daily schedules to identify required medical record requests. • Verify patient’s demographic and contact information. • Initiate charge documents upon patient arrival to clinic.
Systems • Operate a multi-line phone system. • Operate computerized scheduling, patient registration, electronic medical records and other applications as needed. • Utilize E-mail and internet resources as required and according to University guidelines.
Preferred Qualifications • Experience obtaining authorizations for patient services. • Experience working with revenue cycle teams. • Comprehensive understanding of insurance and insurance companies • Experience dealing with insurance companies. • Experience working with complex, dynamic teams.
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.