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.
The UW Medicine - Northwest Hospital's Vaccination Clinic has an outstanding opportunity for a Patient Services Specialist Supervisor (Temporary/Full-Time, Days).This position is intended to last for 6 months.
The PSS Supervisor is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit. With delegated authority, interviews and recommends selection of applicants for hire; plans and conducts training; assigns and schedules work; acts upon leave requests; conducts annual performance evaluations and recommends disciplinary action. Responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. Prepares and maintains policies and procedures for patient service specialist functions. Demonstrate service excellence standards in performing the following functions: reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; coordinate referral process; coordinate medical records; verify and update registration information; process charge documents; collect time of service payments; perform other necessary activities to maintain clinic operations.
Job Duties & Performance Standards
Clinic Operation • Directs the scheduling of patient appointments. • Monitors reception desk activities and directs patient flow, to ensure efficient operations. • Coordinates front desk schedules. • Communicates patient numbers to manager, charge and pharmacy maintains cancellation reasons. • Develops and maintains monitoring system for patient appointment waiting times, no shows and cancellations. • Monitors clinic access data and adjusts workflow as required to meet standard.
Leadership / Supervision • Interviews and recommends the selection of candidates. • Develops and implements standards of performance, expectations and assignments. • Assigns employee schedules, establish plan for emergency staff coverage and act upon leave requests. • Evaluates and actively problem-solves presenting situations and uses these as educational opportunities for staff. • 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 scheduling procedures). • Acts as a resource and role model to staff. • Provides feedback regarding job performance to Patient Service Specialists and other assigned staff. Keeps manager apprised. • Reviews and corrects the work performed by others for compliance with established procedures. • Develops, reviews and maintains policies and procedures. • Monitors and evaluates policies and procedures to suggest operational changes. • Oversees environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors. • Maintains in-depth knowledge of various health insurance plans and billing systems. • Possesses in-depth knowledge of operational systems including telephone systems and all scheduling software. • Possesses knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements. • Manages staff records including time sheets. • Participate in budget preparation and administration. • Works with management, ED/QA and other staff on process improvements, developing training courses and planning ED/QA activities for staff. • Participates in monitoring quality assurance plans.
Reception / Scheduling • Models excellent customer service skills. • Ensures smooth patient flow. • Responds to patients’ needs and concerns as appropriate. Investigates complaints and works with manager to find solutions. • May accept and process patient payments (co-pays, deposits, etc.) • Schedules appointments consistent with patient needs and clinic scheduling guidelines. • Oversees and/or maintains provider and clinic schedules.
Telephone Support • Answers the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentors staff re: effective telephone techniques. • Using clinic guidelines, gathers information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using appropriate documentation tools.
General Duties • Reviews email daily to stay current with clinic communication. • Maintains the physical environment for safety of staff and patients and for aesthetic presentation of the area (for example, organizing the waiting room furniture and magazine area.) • Responds to facility and environmental emergencies according to established procedures. • Inventories and orders office supplies and forms. • Ensures daily functioning of office equipment. • Utilizes online resources as required according to clinic practice and within University guidelines. • Perform other related duties as required.
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.