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 Radiology Support Services has an outstanding opportunity for a Patient Services Specialist Lead (Full Time, Day Shifts). This position has no face-to-face contact with patients and is 100% on the phone. The position is located at the UW Tower.
The PSS Lead demonstrates service excellence standards in independently performing the following support services: reception and discharge activities; schedule appointments; coordinate care with other services; coordinate referral process; coordinate medical records; obtain and verify registration information/insurance; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
This position performs the following specific duties: • Training and coaching of staff • Providing feedback on staff performance • Assisting in the interviewing/hiring process • Assisting with templating modality schedules • Being the key person in supporting PSS 1, 2 and 3 staff members with questions and/or issues. • Triage and resolve patient and other external customer complaints escalate to the dept. supervisor or dept. manager as needed.
Duties & Responsibilities:
Reception Activities: • Employ excellent customer service skills. • Review clinic schedule daily. • Obtain patient demographic information and insurance information. • Provide general patient services. • Respond to patients’ needs and concerns as appropriate. Investigate complaints and works with office manager to find solutions.
Appointment Scheduling: • Schedule appointments consistent with patient needs and clinic scheduling guidelines. • Assemble and sends appointment and other information. • Maintain current and accurate system by entering canceled and rescheduled appointments. • Coordinate and schedules ancillary appointments and consult appointments. • Assists in the preparation and maintenance of provider and clinic schedules.
Telephone Support: • Answer the telephone in a professional, courteous, and efficient manner according to UW Medicine telephone service standards; directs calls as appropriate. • Using clinic guidelines, gather information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtains necessary information for the return call; initiates emergency procedure when necessary, uses 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.
Referral Coordination: • Manage referral queue. • Obtain necessary insurance plan information. • Maintain ongoing documentation and tracks authorized referrals. • Ensure that all referrals are properly linked to appointments.
Medical Record Activities: • Review daily schedules to identify required medical record requests. • Order, coordinate, and distribute medical records as needed. • Prepare medical record according to clinic-specific procedures for patient visit. • Assemble and maintains satellite medical records according to clinic specific procedures.
General Duties: • Assist in orientating and training new staff. • Review email daily to stay current with clinic communication. • Inventory and order office supplies and forms. • Sort and distribute faxes and mail on a daily basis. • Ensure daily functioning of office equipment. • Utilize on-line resources as required according to clinic practice and within University guidelines.
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.