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 Otolaryngology - Head & Neck Surgery Center has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Part-Time, 80%, Day Shifts). The Patient Services Specialist (PSS) demonstrates service excellence standards in performing the following functions: reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; and 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. Duties include:
Reception Activities: •Ensure smooth patient flow by paying attention to and communicating unusual events such as late arrivals and extended wait times. •Review clinic schedule daily to identify failed patient appointments and notify patient according to clinic-specific procedures. •Obtain patient demographic information and insurance information accurately and legibly. •Respond to patients’ needs and concerns as appropriate. Investigates complaints and works with office manager to find solutions. •Provide general patient services; directions, parking garage validation, calling for transportation, etc. •May accept and process patient payments (co-pays, deposits, etc.) Appointment
Scheduling: •Schedule appointments consistent with patient needs and clinic scheduling guidelines, including patient demographic information. •Assemble and send appointment and other information to patients and other customers. •Maintain current and accurate system by entering canceled and rescheduled appointments and makes every effort to fill all available slots. •Coordinate and schedule ancillary appointments and consult appointments as appropriate. •Assist in the preparation and maintenance of provider and clinic schedules.
Telephone Support: •Answer the telephone in a professional & courteous manner according to UWMC standards; directs calls as appropriate. •Using clinic guidelines, make telephone assessment of patient problem and severity of condition. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using appropriate documentation tools. •Communicate information on medical center programs to patients, referral agencies, University departments, physicians and the community. •Communicate basic information to patients such as insurance, parking, driving directions, etc.
Referral Coordination: •Coordinate information and communication among clinics, providers, managed care plans, insurance companies and patients. •Coordinate referrals and managed care components of care delivery to enhance service to patients and ensure reimbursement to clinic. •Obtain and verify necessary documentation ensuring patient care is covered by insurance plan, and / or to determine level of coverage and requirements for accessing benefits. •Maintain ongoing documentation, tracking authorized referrals. •Review referral and authorization forms for completeness and legibility.
Medical Record Activities: •Review daily schedules system to identify required medical record requests. •Order and coordinate medical records as needed. •Track medical records and distribute. •Prepare medical record according to unit-specific procedures for patient visit. •Assemble and maintain satellite medical records according to unit specific procedures.
Billing Activities: •Verify patient insurance status and confirm authorization for current services. •Other duties as assigned.
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.