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 (Breast Imaging Clinic) has an outstanding opportunity for a Patient Services Specialist 3 (Full Time, Day Shifts). The Patient Services Specialist 3 (PSS 3) will coordinate and provide clinic front desk patient support, reception and discharge activities, schedule appointments, check-in patients, provide initial triage, coordinate referral process, coordinate medical records, obtain and verify registration information/insurance, and perform other necessary activities to maintain clinic operations, answer telephones, pre-register patients, and schedule Radiology appointments. This is a face-to-face position located within the Breast Imaging Clinic.
The PSS 3 will schedule patients with a focus on patient safety and reducing the likelihood of medical/health care errors. This includes Epic orders and referrals for scheduling radiology exams to include exam specific CPT and ICD-10 codes, completion of patient registration needs by creating and updating demographics, guarantor accounts, and insurance payor’s. This position 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 also participate in process improvement projects such as facilitating workgroup efforts to identify and increase daily throughput of Epic work queue orders.
This position works toward departmental and team goals by analyzing Epic work queue orders and assist in workflow efficiency enhancements. The PSS 3 will participate in use case improvement for the processing of external provider orders through the Right Fax to be scheduled in Epic and is skilled in identifying and driving solutions for the anesthesia and sedation nurse triage coordination. The PSS 3 will also act as a subject matter expert for their scheduling modality, think critically, and troubleshoot Epic and RIS errors for the team, as well as function proficiently within their team to assist with the training of new staff and act as a go to team resource. The PSS 3 will support their team Lead in day to day operational goals, assist in monitoring Epic schedule templates to ensure the group is performing proper resource level loading, audit online ticket scheduling appointments for accuracy of order placement, referral completion, and resource selection. The PSS 3 will analyze the No Show and Cancellation follow-up report data to assess needs for reallocation of work queue orders and perform patient follow up where necessary. This position collaborates with the Supervisor and Business Manager, to assist in capturing workgroup behavior and provide solutions for complex work workflow inefficiencies including external referral submissions, financial access payor authorization, imaging protocolling and coding changes, and patient access to services to ensure we are meeting the needs of our patient’s as well as the departments' financial stability and success.
Reception Activities: • Employ excellent customer service skills. • Ensure smooth patient flow. • Review clinic schedule daily. • Obtain patient demographic information and insurance information. • Respond to patients’ needs and concerns as appropriate. • Investigate complaints and work with office manager to find solutions. Telephone Usage: • Has 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 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 Work queue lists • Transcribing external fax orders • 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 scheduling 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.