PATIENT SERVICES SPECIALIST 1-TRAINEE OR PSS 2University of Washington
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The UWMC Urology Clinic has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full-Time, Day Shifts).The Patient Services Specialist (PSS) demonstrates service excellence standards in independently performing the following support services: reception and discharge activities; schedule appointments; coordinate care with other services; check-in patients; provide initial triage; coordinate referral process; coordinate medical records; obtain and verify registration information/insurance; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
Duties & Responsibilities:
• 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.
• May accept and process patient payments.
• Schedule appointments consistent with patient needs and clinic scheduling guidelines.
• Assemble and send appointment and other information.
• Maintain current and accurate system by entering canceled and rescheduled appointments.
• Coordinate and schedule ancillary appointments and consult appointments.
• Answer the telephone in a professional, courteous, and efficient manner according to UW Medicine telephone service standards; directs calls as appropriate.
• Using clinic guidelines, gather 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, use appropriate documentation tools.
• Communicate information on medical center programs to patients, referral agencies, University departments, physicians and the community.
• Communicates basic information to patients such as insurance, parking, driving directions.
• Manage referral queue.
• Obtain necessary insurance plan information.
• Maintain ongoing documentation and track authorized referrals.
• Ensure that all referrals are properly linked to appointments.
Medical Record Activities:
• Review daily schedules to identify required medical record requests.
• Order, coordinate, and distribute medical records as needed.
• Prepare medical record according to clinic-specific procedures for patient visit.
• Assemble and maintain satellite medical records according to clinic specific procedures.
• Initiate fee sheet upon patient arrival to clinic.
• Track fee sheet according to clinic guidelines to ensure that all services are billed.
• Review fee sheets for completeness and accuracy and processes and submits to appropriate charge coordinator daily according to clinic guidelines.
• Review, correct and resubmit charge documents on a daily basis as necessary according to clinic guidelines.
• Assist in orientating and training new staff.
• Review email daily to stay current with clinic communication.
• Maintain 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.)
• Inventory and order office supplies and forms.
• Sort and distribute faxes and mail on a daily basis.
• Ensure daily functioning of office equipment.
• Utilize on-line resources as required according to clinic practice and within University guidelines.
Perform other related duties as required. REQUIREMENTS: Patient Services Specialists are hired as either PSS 1-Trainee or PSS 2, depending on experience and qualifications. The requirements are:
PATIENT SERVICES SPECIALIST 1-TRAINEE REQUIREMENTS: High School graduation or equivalent AND one year of experience in a health care setting OR two years of general office experience OR equivalent education/experience.
PATIENT SERVICES SPECIALIST 2 REQUIREMENTS: High School graduation or equivalent AND one year of experience in a health care setting OR three years of general office or customer services experience OR equivalent education/experience.
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