All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
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 Patient Access Services has an outstanding opportunity for a full-time, MANAGER OF PROGRAM OPERATIONS- PATIENT ACCESS SERVICES. The Manager of Program Operations will manage multi support functions within Patient Access Services operations at the University of Washington Medicine. With delegated authority, position has responsibility for planning, organizing, executing, controlling and evaluating activities within Patient Access Services. The Patient Access Services Manager is responsible for the day-to-day operations of Harborview Medical Center’s Emergency Dept. Registration and Admitting Dept. (HMC Hospital Operations) as well as UW Medicine Insurance Eligibility & Counseling Services areas (HMC/UWMC-ML & NW Financial Counseling) at the direction of the Director. The Patient Access Manager is responsible for Hospital Operations and Financial Counseling service development in conjunction with the Director as well as maintaining and promoting a positive culture of customer service within the department. The Patient Access Manager will hire, fire, mentor and develop ED Registration, Admitting, and Financial Counseling staff while promoting the mission and services of UW Medicine. The Patient Access Manager will represent ED Registration, Admitting, and/or Financial Counseling at internal and external meetings at UW Medicine and with the Department of Social and Health Services/Health Care Authority (Medicaid) and/or other agencies relative to Hospital Operations and Financial Counseling services.
Financial Advocacy for all patients.
Demonstrate respect for patients and staff; protects patient and/or staff personal information.
Exhibits strong customer service culture & staff leadership to reach department service goals.
Mission centered professional practice and behavior.
Promote communication skills by providing excellent communication role model to internal and external customers.
Demonstrate integrity and compassion when dealing with staff and/or patients.
Demonstrate team work and collaborative practice.
Demonstrate wise financial stewardship.
Manage applicable Patient Access Services Supervisors that oversee HMC Admitting/ED Registration and UWM Financial Counseling Services. Work with them to plan and schedule resources to meet timely and complete registration, admitting, and counseling processes as well as achieve departmental goals including registration accuracy and point of service cash collection in all areas.
Identify, develop, implement and maintain operating procedures, which are consistent with effective internal control practices, compliance standards and Medical Centers’ policies.
Prepare work measurement criteria and manage enforcement of productivity, quality, and performance standards.
Monitor department daily work distribution and work queues including the PA dashboard for compliance and identify training, procedural and issues requiring resolution.
Monitor payroll functions for timely and accurate completion. Conduct applicable payroll and time keeper training.
Identify problems or modifications for the Patient Access Services operating tools.
Develop and maintain relationships with peers, Management and departments across UW Medicine.
Represent Patient Access Services in communication with patients, third party payers and agencies, other Medical Centers’ departments and professional organizations.
Monitor the progress, measure success and report on assigned Patient Access Services projects.
Monitor and evaluate staff performance including completion of annual evaluations.
Review and approve personnel decisions within the department.
Conduct staff meetings and on-going training within the department.
Supports operating and capital budgets when applicable; approve and monitor expenditures.
Supports initiatives and internal controls for maintaining department within the guidelines of approved budget
Prepare reports, documents and spreadsheets using Microsoft Word and Excel programs.
Assure open enrollment navigator compliance in accordance with the Washington Health Benefit Exchange
Assure quality of Financial Assistance (Charity) and Medicaid applications in accordance with HCA/DSHS and/or UW Medicine’s Policy and Procedure.
Represent in subgroup/committees when necessary.
Keeps Director up to date and aware of all critical issues and customer feedback.
Perform other related duties as required.
A Bachelor’s Degree in Accounting, Business or other field and/or Master’s degree in Health Care or Business Administration or other related field of study.
Five years’ experience in healthcare patient access, registration, financial counseling or other related healthcare experience.
Management, leadership, supervisory and program management skills demonstrated by continuing professional growth. UW Supervisory Skills Certificate, CHAM, or applicable professional certification is preferred.
An equivalent combination of education and experience may substitute for stated requirements.
UW Medicine includes Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine, and Airlift Northwest.
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.