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 2020-2021 "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.
The UWMC Digestive Health Center has an outstanding opportunity for a Full-Time Patient Services Supervisor (Day Shifts). The Digestive Health Center is a fast-paced and high volume academic, research and patient care setting which requires a strong emphasis on accuracy, collaboration, teamwork, and problem-solving abilities. This position performs the following duties:
Perform the duties of a PSS1 & PSS2
Human Resource Management •Supervise PSS staff •Coordinate the day-to-day operations of the DHC •Monitor PSS staff assignments and makes adjustments as needed to ensure critical needs are met for the DHC •Complete new employee competencies, consistently complete annual competencies and attends/conducts specific in-service educational offerings •Conduct the interview process for all new PSS applicants •Mentor and assure orientation of all new PSS staff, students and volunteers •Facilitate ongoing training of all PSS staff •Perform counseling and coaching of PSS staff •Perform staff evaluations with review by the Nurse Manager in a timely fashion •Process all PSS staff requests for time off including vacation and ensures appropriate coverage
Leadership and Professionalism •Demonstrate support to the DHC, division and medical center policies and procedures, and assures staff adherence •Support DHC QI and process improvement activities by actively participating on committees and developing DHC specific programs •Participate in clinical leadership meetings •Contribute to DHC, division and institutional projects and committees •Initiate and/or participate in development of DHC goals and orientation programs •Communicate all issues of concern to the Nurse Manager through regular meetings •Collaborate with Clinical Operations Specialist, Patient Care Coordinator Supervisor, and RN3's to improve and coordinate front and back operations. •Encourage and facilitate staff development. Customer Service and Teamwork •Greet patients and family, monitor PSS staff activities to ensure they maximally support the providers to see patients •Advocate for patient/family by locating appropriate staff to address concerns •Act promptly and effectively in managing self, patient and other employees during an emergency situation •Maintain/improve own clinical professional competence, knowledge and skills to meet identified self-learning needs and annual review requirements •Support and lead development of DHC and divisional effectiveness through such activities as participating in problem solving, demonstration of support for DHC and divisional policies, sharing expertise, contributing to selected projects and committees, modeling activities that promote cost effectiveness and fiscal responsibilities.
Quality •Monitor matrixes established by UWMC and the ambulatory division •Electronic Eligibility Verification (EEV) •Timely contact •Monitor phone wait time, calls dropped/abandoned, AIDET audits, telephone audits for customer service/quality improvement •Trouble shoot patient complaints, service recovery, ongoing staff competencies, and workflow process improvement/changes.
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.