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 Harborview Medical Center's Ambulatory Procedure Specialty Unit has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full-Time, Day Shifts). Under general supervision and using designated UW and Medical Center processes and procedures, the Patient Services Specialist (PSS) performs specialized clerical and technical duties to facilitate the delivery of patient care. The PSS provides support services, e.g., processing incoming referrals, scheduling patient appointments, obtaining and verifying demographic and financial information through pre-registration process, completing patient registration by obtaining consent for medical care and financial agreement, processing patient paperwork, coordinating care with other services, triaging patient telephone calls to clinical staff, and providing information about services.
Standards of Performance • Apply UW and Medical Center-specific practices and understand the organizational structure for appropriate use of such things as computer systems; authorization requirements; forms; unit-/department-specific policies and procedures; and state and federal laws, e.g., HIPAA compliance. • Respond to patient questions; provide directions to specified areas such clinics, units, ancillary departments, support services, parking, and eating facilities; assist patients in accessing hospital and community services by consulting and making referrals to appropriate resources; assist patients and families with telephone calls; maintain confidentiality of patient information. • Ensure positive and professional first impression of the clinic while communicating pleasantly and in a manner that optimizes patient privacy. • Demonstrate proactive, professional communication across and within department to facilitate smooth workflow, and to ensure department is positively represented throughout the organization. • Maintain/improve own professional competence, knowledge, and skills to meet identified self-learning needs and annual review requirements. • Schedule new, return, ancillary, procedure and infusion appointments consistent with patient needs and scheduling guidelines; obtain authorization; complete required documentation; enter appointment information in online appointment system; maintain schedule by entering cancelled and rescheduled appointments. • Schedule patients into the GI clinic according to med-review recommendations using the appropriate online appointment system. • Obtain pre-authorization for all infusions into the APA unit. Schedule infusion appointments into the APA unit via the appropriate online appointment system. • Responsible for working the assigned referral work queues on a daily basis. • Complete basic template functions in Epic with guidance from BOS. Accurately block time as directed. • Communicate scheduling conflicts and inefficiencies to supervision. • Coordinate obtaining interpreters for patients. • Arrange for patient transportation to outside facilities; coordinate patient transportation within facility; escort patients to various treatment areas. • Perform general clerical duties such as answering and screening telephone calls, processing mail, assembling and sending information to patients, and inventorying, ordering, and stocking supplies; maintain record of services ordered. • Assist in orienting and training new staff. • Perform related duties as required.
Safe and Effective Care: • Provide telephone screening of patient medical problems and severity of condition. • Triage patient telephone calls to clinical staff; obtain necessary information for the return call; initiate emergency procedures when necessary.
Financial Responsibility: • Register patients; verify, collect, and update demographic and financial information by appropriate means; determine eligibility for care; assign appropriate payor plans; obtain insurance claim forms and agency authorizations; verify eligibility and benefits for third party payors for planned and/or emergency services; verify insurance coverage; obtain authorizations; complete Medicare as a Secondary Payor forms; document comments for financial file; obtain necessary signatures for consents; collect co-payment or other patient liabilities. • Assist patients in completing various documents such as insurance forms and other patient paperwork. • Communicate various types of information to patients, referral agencies, departments, physicians, and the community such as financial arrangements for special programs and experimental protocols, hospital charge estimates, insurance coverage, and billing procedures. • Facilitate patient check-in and check-out including all necessary patient paperwork, which may include charge documents. • Demonstrate knowledge of cost efficiencies in the performance of job duties. Utilize supplies, resources, and time appropriately. • Complete Kronos accurately and approve time card in a timely manner. • Maintain punctuality: ready to work at start of shift and returns to work promptly after breaks/lunch.
Professional Accountability: • Demonstrate awareness of and function within PCS policies, procedures, and guidelines. • Seek consultation when patient care needs exceed own level of experience. • Demonstrate awareness of and function within safety, infection control, emergency, and equipment guidelines. • Meet attendance standard. • Ensure mandatory certification and training competencies are completed within initial time frame. • Consistently wear identification badge per hospital policy. • Is responsible for remaining current with information disseminated through email, voice mail, memorandums, and posted notices. • Assist with monitoring ongoing compliance. • Comply with guidelines for use of state resources, including appropriate use of internet. Appropriate use of personal cell phone.
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.