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. UW Medicine - Northwest is a full-service, non-profit community hospital, offering comprehensive medical, surgical and therapeutic services. With 281 beds, more than 1900 employees and a world-class medical staff, we provide innovative, technologically advanced care on a patient-friendly, easy-access campus just north of Seattle. We're proud of the acclaim we've received for our excellence in patient care and safety. Among the local, regional and national recognition we've received are: The Distinguished Hospital for Clinical Excellence Award; The Emergency Medicine Excellence Award; The Stroke Care Excellence Award; Winner of the HealthGrades Distinguished Hospital Award for Patient Safety for the last three years in a row, we’re also one of the safest places to get care – among the top 5% in the country.
UWMC Radiology Support Services has an outstanding opportunity for a Patient Services Specialist 3 (Temporary/Hourly, Day Shifts). The Patient Services Specialist 3 (PSS 3) will coordinate and provide patient support services, answer telephones, pre-register patients, and schedule Radiology appointments. This position is remote work, only.
The PSS 3 will schedule patients focusing on patient safety and reducing the likelihood of medical/health care errors. This position is responsible for creating Epic orders and referrals for scheduling radiology exams to include exam specific CPT and ICD-10 codes, and completion of patient Registration needs by creating and updating demographics, guarantor accounts, and insurance payor’s. The PSS 3 will participate in process improvement projects working with Radiology Scheduling Supervisor and Radiology Business Manager to help capture and implement workflow and process improvements regarding external referral submissions, payor authorization, imaging protocol and coding changes, and patient access to ensure we are meeting our patient’s needs as well as the department’s financial stability and success. The PSS 3 will respond to patient’s needs and concerns as appropriate while maintaining the Patient First mentality. This position will develop and maintain good working relationships within the department, with other departments and all medical staff while always using our AIDET tool (Acknowledge, Introduce, Duration, Explanation, and Thank You) to promote trust, reduce anxiety and ensure understanding when communicating on each call.
Telephone Usage: • Have a well-modulated tone of voice • Use appropriate cadence and verbiage for each client, i.e., older patient, non-Native English speaker, etc. • Use professional phone manners • Use appropriate call management, i.e., the ability to control the direction and timing of the call • Be able to transfer calls and make conference calls • Understand the basics of the phone system (Avaya Contact Center)
EPIC and Centricity RIS Tasks: Demonstrate proficiency in the following: • Scheduling, rescheduling, editing and canceling exams according to modality specific scheduling guidelines • Verifying accuracy of patient accounts and attaching correct guarantor account when scheduling patients • Using View and Edit of patient Demographics • Navigating Appointment desk, Patient side bar imaging details, and Review chart imaging • Properly documenting appointment notes or comments per modality specific scheduling guidelines • Completing referrals per modality specific guidelines • Completing the Medicare Questionnaire if appropriate for the patient and modality • Locating Epic orders using Workqueue lists • Transcribing orders using the Encounter button • Performing patient Registration in Prelude • Locating orders in the RIS Order Queue • Using the Audit Button for protocol verification • Working Document Management system routing faxes, managing filters, assigning documents to accessions, making notes on requisitions • Properly schedule Research studies • Using a Scheduled Exam Worklist if appropriate for the modality
General Tasks: Demonstrate proficiency in the following areas: • Accessing all necessary applications and tools to perform work duties including timekeeping in Kronos, scheduling in Epic and RIS, Right fax Document Management, Accu Reg, Avaya phone systems, Amion Provider schedules, Mindscape, Orca, Fax machine, Outlook email and calendar • Verifying Registration accuracy with Accu Reg Application Providing new provider information to the PUMA team • Understanding of the Insurance Matrix tool for scheduling modality specific exams • Validating modality specific tech checks, protocols, ICD-10, and CPT codes. • Providing patients with access to Financial Assistance, Cost Estimates and basic insurance authorization information as needed • Demonstrating knowledge of radiology exams, safety requirements and accessing online Health Library for modality specific exam preps • Completing tasks as assigned by Lead, Supervisors or Managers in an efficient manner • Participating in all staff monthly resource meetings • Maintaining department productivity and efficiency goals • Managing and prioritizing all tasks including assigned staff rotation to perform scheduling of complex cases, incoming calls, emails, voicemails, in basket messages, order work queues, Right fax Document Management, clinic and patient follow up • Assisting in orientating and modality training of new staff
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.