Across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UWMC Radiology Support Services (UW Tower location) has an outstanding opportunity for a Patient Services Specialist 3 (Full Time, Day Shifts). The Patient Services Specialist 3 will coordinate and provide patient support services, answer telephones, pre-register patients, and schedule Radiology appointments. The Patient Services Specialist will schedule patients focusing on patient safety and reducing the likelihood of medical/health care errors. Maintain clean, organized, professional work area, and performs other related duties as assigned. Create Epic orders and referrals for scheduling radiology exams to include exam specific CPT and ICD-10 codes, complete patient registration needs by creating and updating demographics, guarantor accounts, and insurance payor’s. Participate in process improvement projects such as facilitating workgroup efforts to identify and increase daily throughput of Epic work queue orders. Work towards departmental and team goals by analyzing Epic work queue orders and assist in workflow efficiency enhancements. Participate in use case improvement for the processing of external provider orders through the Right Fax to be scheduled in Epic. Skilled in identifying and driving solutions for the anesthesia and sedation nurse triage coordination. Act as a subject matter expert for their scheduling modality, think critically, and troubleshoot Epic errors for the team. Function proficiently within their team to assist with the training of new staff and act as a go to team resource. 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. Analyze the No Show, Cancellation, Wait list follow up reports data to perform patient follow up and reduce revenue loss. Collaborate with 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. Respond to patient’s needs and concerns as appropriate maintaining Patient First mentality. Develop and main good working relationships within the department, with other departments and all medical staff. 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.
This is a remote work from home position
Telephone Usage • Has a well-modulated tone of voice • Uses appropriate cadence and verbiage for each client, i.e., older patient, non-Native English speaker, etc. • Uses professional phone manners • Uses appropriate call management, i.e., the ability to control the direction and timing of the call • Is able to transfer calls and make conference calls • Understands the basics of the phone system (Avaya Contact Center)
EPIC and Centricity RIS Tasks Demonstrates 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 scheduling Research studies • Using a Scheduled Exam Worklist if appropriate for the modality
General Tasks Demonstrates 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
Requirements: High school graduation or equivalent AND two years Patient Services Specialist 2 experience OR equivalent education/experience
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.