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.
Harborview Medical Center's UW Eye Institute has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Day Shift). The Patient Services Specialist Supervisor (PSS Supervisor) has primary responsibility for coordinating patient intake, entry into and progress through the continuum. Under the direction of the Eye Institute manager, the PSS Supervisor uses knowledge of the clinic, the Eye Institute HMC policies & procedures as well as insurance coverage requirements for prior authorization, pre-procedure authorization and third party payor reimbursement requirements to coordinate patient services facilitating delivery of care to patients. The PSS Supervisor supervises the Patient Services Specialists and other staff as delegated by Eye Institute Clinic Manager. Acts as primary resource in clinic regarding billing, scheduling and admission, including the use of related HMC systems such as EPIC.
Job Duties & Performance Standards Clinic Operations • Acts as primary liaison for HMC/UW Medicine and represents departmental physician (s) with the hospital, patient and family, referring physicians, outside agencies, staff from outside hospitals and general public by providing information and advice regarding HMC Eye services. • Monitors reception desk activities and directs patient flow, to ensure efficient operations. • In collaboration with the EI Manager,ensures that patient intake is standardized and meets departmental as well as organization guidelines; providing all necessary information and or records for optimum patient care. Acts as Eye Institute EPIC/Referral Mgmt expert. • Maintains knowledge of medical record documentation requirements, diagnostic tests and procedures and specialized pre-procedure instructions with guidelines set by the department or clinic Chairperson or Medical Director. Acts as a resource for assigned staff and others. • Demonstrates exemplary skills in scheduling, templating and coordination of provider templates with Dept of Ophthalmology. Assures correct and up-to-date templates by weekly review. Acts as resource to all staff regarding these functions. With PSS staff, develops mechanisms to maximize filling all appt slots, including implementation of wait lists, follow up and rescheduling missed and cancelled appts, assures communication of cancellations or changes to affected staff/providers. With PSS staff, responsible for scheduling, rescheduling and canceling appointments. • Ensure all calls, eCare, staff and front desk Epic in baskets are answered timely in Epic Pools and for individual staff members. Possesses in-depth knowledge of operational systems including telephone systems and all EPIC scheduling software. • Demonstrates proficiency in REG/ADT, EPIC, ORCA/Mindscape and other computer programs. Acts as clinic resource for these programs and trains others. • Performs the work for the patient services levels 1, 2, 3, and Lead.
Leadership/Supervision • Supervises PSS and other intake staff. Interviews, hires, provides training, completes performance evaluations and other delegated duties. • Conveys changes in registration practices to staff in a timely manner. • Assigns employee schedules, establish plan for emergency staff coverage and acts upon leave requests • Identifies learning needs of staff, plans and conducts training of new employees as well as in-service education for staff including orientation of medical and clinic staff to reception and appointment schedule procedures. • Is responsible for assigning work to PSSs and Referral Coordinators (PC) and others as assigned by Eye Institute Leadership. • Develops and maintains monitoring system for patient appointment waiting times, no shows and cancellations. • Models excellent customer service skills. Resource for Patient Are First training and coaching of specific behaviors.
Referral Coordination • Demonstrates coordination functions of PSS. Works with RNs, PCCs, PCs, PSSs and Ophthalmic Technicians to assure timely and appropriate referral entry, appointing, communication with referring providers and others. Assures complete records available for appointments, including medical records management, fax records management, preparation of satellite medical record and records request. • Manages outgoing referrals and acts as liaison between referring providers and Department of Ophthalmology Providers, especially patients participating in studies and patients from SCCA. • Ensures that all referrals are properly linked to appointments.
Billing Activities • Performs all functions of PSS, including reviewing and updating registration data, contacting insurance companies and review organizations. Acts as mentor to PSS and PC teams. Provides clinic charges to current and prospective patients. Develops cash collection system for patient deposits and management of self-pay patients. Manages Referral entry and management, providing staff support and education. Monitors unlinked visits and follows up with staff as needed. Manages charge reconciliation for all clinic visits. • Maintains in-depth knowledge of various health insurance plans and billing systems.
General Duties • Performs special projects, completes audits and generates reports in a timely, professional manner. Demonstrates effective and professional oral and written communication skills. • Demonstrates ability to be organized, effectively prioritize own work and that of others, facilitate excellent teamwork and efficiency.
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.