As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine.
Harborview Medical Center's Mental Health and Addictions Clinic has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Days). Under general supervision, the PSS Supervisor supervises Patient Service Specialists (PSS) and other assigned staff, coordinating patient's entry into the clinic and through service delivery and billing. PSS Supervisor serves as a role model in provision of support services and implementation of Patient are First principles. Works to identify and share best practices and standardize processes across outpatient rehab services.
In close collaboration with Clinic Practice Manager, the PSS Supervisor performs specific leadership functions related to clinic operations, staff development, and supervision. This position provides leadership for clinic activities that promote delivery of quality care and service, effective problem solving and communication, and continued professional development for self and others. Provides guidance to other staff including review and evaluation of performance.
Human Resources Management • Supervises non-clinical staff. Mentors, coaches, and develops staff to meet service excellence standards. • Creates an environment that is conductive to staff support, growth, and satisfaction. Motivates, stimulates and positively influences others. • Develops competencies for new staff. Ensures competencies are up-to-date. • Orients new employees and volunteers, ensures competencies are completed. • Develops annual competencies as needed to ensure support staff skill development and compliance. • Facilitates ongoing training of all designated non-clinical staff. • Provides feedback constructively. Demonstrates excellent listening skills. • Performs first-level counseling and coaching of non-clinical staff. • Performs staff performance evaluations with review by Clinic Practice Manager in a timely manner. • Manages KRONOS to assure accuracy and timely submission of staff information, and facilitates problemsolving payroll questions. • Processes all staff requests for time off including vacation and CE requests, and ensures appropriate coverage. • Participates in the interview process for new applicants for support staff positions.
Customer Service and Teamwork • Greets patients and families, demonstrating excellent customer service and meeting HMC standards for screening and insuring correct patient information in Epic. • Is a role model in completion of all typical support staff functions. Assists clinic support staff during periods of high census or limited staffing. • Monitors support staff activities to ensure they maximally support the provider to see patients • Appropriately directs patients and others to other departments across the medical center. • Promotes and models an atmosphere/attitude of respect for human dignity and the uniqueness of each person encountered in the clinic setting. • Promotes an open, respectful, and collegial working environment with all staff. • Resolves conflicts tactfully, flexibly, and diplomatically. • Demonstrates ability to compromise, cooperate, and negotiate appropriately. • Demonstrates maturity, poise, responsiveness and judgment in day-to-day activities. • Collaborates and promotes team building with all disciplines and departments. • Inspires teams and individuals to give their best to achieve desired patient, team, and organizational outcomes. • Respects and welcomes diversity in team members' backgrounds and contributions.
Operational and Financial Responsibility: • Monitors front line staff on comprehension and training needs regarding regulatory compliance for HIPAA, billing/reimbursement requirements for Medicare/Medicaid, other third party payers, and regulatory agencies. • Coordinates the day-to-day business operations of the clinic. Monitors staff assignments and makes adjustments as needed to ensure critical needs are met in the clinic. • Supervises front line staff in the performance of: • Appointment making • Call management • Daily schedule management • Patient referral input and processing • Service capture/coding review • Cash collection and management • Insurance verification and pre-authorization in coordination with Financial Clearance Unit/Patient Access Center if appropriate • Clerical support for clinical teams • Maintaining medical records and processing releases of information • Patient check-in • Coordination of transfer of care to and from other hospitals • Patient transportation • Assists in coverage of desk operations. • Ensures levels of office supplies meet the clinic needs in a cost effective manner. • Provides oversight for development and maintenance of appointment templates and ensure that staff follows appointing protocols when scheduling. • Proactively manages the appointment templates. • Ensures processing of clinic charge documents to contain complete/accurate information and to be submitted within acceptable time frame for acceptance of the charge, and monitors the rate and reason of rejected charge documents. • Ensures competence of assigned staff and provides outcomes to Clinic Practice Manager. • Performs other duties as assigned.
Leadership/Supervisory Skills: • Demonstrates support for clinic, divisional, and medical center policies/procedures, and assures staff adherence to policies/procedures. • Supports clinic and HMC QI and process improvement activities by actively participating in developing clinic specific programs. • Promotes and protects general safety for patients/families/visitors and co-workers through measures such as adherence to correct procedures, monitoring for appropriate responses, management of assignments, seeking consultation, and instructing others. • Participates on clinic leadership team; attends monthly meetings as assigned. • Contributes to selected clinic projects and committees. • Initiates or participates in development of clinic goals and orientation programs. • Ensures documentation of abnormal incidents on incident report forms; reviews and routes to manager. Follows up on incidents as appropriate in a timely manner. • Participates in debriefing of leadership team after occurrence of any critical incident. • Acts as an initial point of contact for patient complaints of non-clinical issues. • Communicates all issues of concern to the Clinic Practice Manager through regular meetings. • Collaborates with practitioners to improve and coordinate front-to-back operations. • Encourages and facilitates staff development.
Professional Accountability: • Demonstrates awareness of and functions within UW policies, procedures, and guidelines. • Seeks consultation when patient needs exceed own level of experience or scope. • Identifies areas for own professional growth and actively seeks further education and/or mentoring to continue developing technical, leadership, and communication skills. • Actively seeks feedback on own performance. Works to integrate feedback into practice. • Demonstrates awareness of and functions within safety, infection control, emergency, and equipment guidelines. • Meets attendance standard. • Consistently wears identification badge per hospital policy. • Is responsible for remaining current with information disseminated through email, voice mail, memorandums, and posted notices. • Assists with monitoring ongoing compliance. • Complies with guidelines for use of state resources, including appropriate use of internet and appropriate use of personal cell phone.
Regulatory Management: • Maintains a safe environment, and identifies and reports all safety related issues to the proper departments. • Uses HMC policy and procedures, reference manuals, and qualified resources for guidance. • Responds appropriately to emergency situations and drills. • Is familiar with DSHS/KC and Medicare compliance standards. Ensures clinic practices are compliant with regulatory agencies and standards. • Intervenes to address illegal/unethical/unprofessional practice, activity, or behavior of any member of the healthcare team or 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.