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 NEUROSCIENCES CLINIC has a outstanding opportunity for a PATIENT SERVICES SPECIALIST 3 (Full-Time, Day Shift). The PSS 3 is primarily responsible for care coordination of the patients’ experience throughout their treatment plan, including processing new patient and outgoing referrals, and scheduling procedures and diagnostic tests. This position maintains/manages provider templates, assists in managing provider schedules, and contributes to the overall efficiency of the clinic by the development of lean workflows, patient-centered follow-up and efficient use of clinic resources. Teamwork, attention to detail, organization, and customer service are priorities for this position in maintaining a high quality of care for a clinic population that is exceptionally complex, both medically and socially. Diagnoses may be acute or chronic in nature, with many patients receiving care on an on-going basis, thus the PSS 3 works with a collaborative team approach in addressing each patient’s needs. The Neuroscience Clinic PSS 3 uses knowledge of: hospital policies and procedures; insurance coverage requirements, including pre-authorization, third-party payer, and reimbursement procedures; and CPT / E & M codes to coordinate all patient services. The Neurosciences Clinic PSS 3 arranges pertinent diagnostic studies and procedures for requests and services of other hospital departments to facilitate delivery of care to patients. These procedures include but are not limited to: biopsies, CT, MRI, nuclear medicine, and specialized radiology procedures. The PSS 3 also meets with patients to explain insurance benefits, describe the parameters of their program, and coordinate complex scheduling of multiple services.
CARE COORDINATION: • Referral management: • Ensure completeness and accuracy of registration and patient demographic data. • Obtain all pertinent medical history and outside records. • Work closely with various Medical Directors, Managers, and RN3 to determine which referrals require testing vs. physician-only consultation. • Maintain an organizational system to track multiple referral streams (hospital follow-up, consultations, procedures, radiologic studies) and track patient records. • Coordinate complex scheduling of diagnostic procedures and consultations. • Facilitate scheduling of urgent referrals and procedures, working closely with Clinic medical director to triage; using knowledge of surgical procedure specific diagnoses, CPT codes. • Manage a high volume of phone calls, emails, faxes, and letter correspondence pertaining to patient and/or provider follow-up, continuity of care, and referral decisions. • Coordinate transition from inpatient units to the outpatient clinics in order to achieve CMS quality benchmark for hospital readmit rate. • Communicate with discharge planner and Contact Center Complex Appointing Team to schedule priority patients with various clinics in a timely fashion. • Verify outpatient benefit information for a seamless transition to clinic-based services. • Schedule pre-procedure nursing visit to coincide with ambulatory procedure, coordinating nursing schedule with various clinics • Assist in managing provider templates and schedules. • Interface with UW Medicine Contact Center and maintain scheduling procedures consistent with clinic and patient access goals. • Utilize system resources, including computerized information systems and staff from ancillary departments, and develop processes to meet the needs of the service and patients. • Receive and carry out direct requests from clinic providers, paying close attention to complex details, complete follow-through, and maintain good and organized record-keeping. • Interview patients and review anticipated needs upon admission and discharge including personal escort and transportation. • Maintain continuity of care by assessing follow-up needs, e.g., appointments, transportation, transfer of records, locating providers. • Serve as primary program contact for other departments, patients, residents, fellows, other hospitals, outside agencies, and general public; provide information regarding program policies and activities, and provide advice regarding Harborview services. • Organize work and appropriately prioritize patient care and/or projects with occasional assistance from supervisor. • Independently prioritize patient scheduling and follow-up needs. Follow through and resolve patient requests on a timely basis.
CUSTOMER SERVICE: • Direct calls and messages to appropriate staff in a timely manner. • Use AIDET (Acknowledge/Introduce/Duration/Thank) when answering the phone and/or greeting others. • Promote a positive image of the clinic, and is identified by other departments and disciplines as a positive representative of the department. • Consistently use creative problem-solving approaches to resolve difficult situations. • Promote and protect general safety for patients and co-workers through adherence to correct procedures, timely communication of messages, test results, and appropriate consultation. • Demonstrate courteous and professional communication skills with patients and co-workers. • Objectively assist in developing systems that improve responsiveness to patients. • Follow Service Culture Guidelines while promoting the mission of UW Medicine. • Assist manager in the development of annual supply budget for the clinic each fiscal year and monitor expenses in alignment with the budget. • Assist manager in the development of annual capital budget by soliciting capital needs from each physician and entering the request in the budget summary tool. • Enter requisitions in PMM, including supplies and capital requests.
ADDITIONAL DUTIES: • Assist management with operational process improvement. Provide feedback and make recommendations for streamlining department objectives. • Cover for non-clinical staff absences as necessary to maintain clinic operations. • Create ad hoc data reports to identify clinic trends and track incoming referrals and patient show rates in order to assist clinic directors in planning future clinic growth. • Assist with new staff orientation, train new Program Coordinators and PSS staff. • Other duties as assigned.
COMPETENCY IS MEASURED BY • Annual performance appraisal • Demonstrated commitment to promoting quality of care and service. • Ability to communicate information verbally and/or in writing. • Ability to interview patients and obtain information. • Basic knowledge of healthcare coverage. • Basic knowledge of hospital locations, resources, services. • Ability to work within a multidisciplinary team. • Demonstrates critical thinking in complex situations. • Demonstrates independence and initiative.
Desired: •Previous experience in a fast-paced clinical healthcare setting. •One (1) year of experience in working with insurance companies, especially on pre-authorizations. •Functional knowledge of Epic and scheduling within Epic
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.