PATIENT SERVICES SPECIALIST LEAD
University of Washington
Seattle, WA
Full-time
Health Care Provider
Posted on May 1, 2019
Req #: | 164608 |
Department: | UW MEDICINE EYE INSTITUTE |
Posting Date: | 04/30/2019 |
Closing Info: | Open Until Filled |
Salary: | $3,420 to $4,588 per month |
Union Position: | Yes |
Shift: | First Shift |
The UW is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
At the UW Medicine Eye Institute at Harborview, our mission dovetails with our passion: to improve patients’ vision. We are exceptionally well-equipped for this mission, because our doctors are also our researchers — and research leads to great patient care.
The UW Medicine Eye Institute has an outstanding opportunity for a FULL-TIME PATIENT SERVICES SPECIALIST LEAD (Day Shifts). Under general supervision of the Patient Care Coordinator Supervisor, the Patient Service Specialist Lead performs specific leadership functions related to coordination of clerical and support activities for Patient Service Specialist as delegated by and in collaboration with the Supervisor. The PSS Leads participates in department and selected departmental activities to promote effective problem solving and communication. The PSS Leads serves as a role model and provides guidance to other PSS staff, including participation in hiring, orientation, and evaluation of performance.
The PSS Lead coordinates the clerical and support activities for patient check in/check out, appointment making , answering the telephones, response to telephone encounters and emailed appointment requests in the Eye Institute.
Standards of Performance
• Prioritize duties to maintain patient flow, smooth department operations, and customer satisfaction.
• Assign, train and represent supervisor in his/her absence.
• Is a Role Model for UW Medicine Service Culture Guidelines.
• Maintain confidentiality of written and verbal patient information according to policy.
• Maintain systems and supplies that promote department efficiency.
• Perform the work of Patient Services Specialist 1, 2 and 3.
• Resolve problems that arise daily within the clinic during assigned shift.
• Identify own learning needs and seeks directions for growth.
Clinic Coordination/Professional Accountability
• Check-in patients by verifying demographic and financial information entering this information into Epic.
• Obtain specific financial information such as copies of insurance cards and verifies Medicaid coverage using on-line systems.
• Obtain the necessary signatures for consent for treatment, financial agreements and privacy information according to HIPAA regulations.
• Meet attendance standards
• Consistently complete time sheet requirements.
• Consistently wear badge as per hospital policy
• Be responsible for remaining current with information disseminated through email, voicemail, memos and posted notices.
Leadership Role
• Interview and assists in selection of new staff.
• Orient and trains new staff.
• Assign the PSS daily work schedule as appropriate and makes necessary adjustments when unexpected absences arise, including in off site clinic locations (Retina Center, Eyes on James, 4WC)
• Perform extra duties in Supervisor’s absence.
• Order supplies.
• Direct staff to appropriate resources, processes/ forms, etc.
• Take appropriate measures to resolve problems independently.
• Use good judgment in referring issues to the appropriate person/department.
• Has earned the confidence of peers in ability and judgment.
• Assure appropriate check in/check our processes are taking place with PSS group.
Accountability
• Follow Integrity, Compliance, Professionalism guidelines.
• Know and follow correct procedures to initiate emergency response.
• Know current location and use of emergency equipment, such as, but not limited to, fire alarms, fire extinguishers, and emergency exits.
• Participate in emergency scenarios (e.g. fire drills, mock codes, disaster drills).
• Demonstrate flexibility in response to unexpected changes and emergencies on the department.
• Stay informed of and contribute to department quality assessment and improvement projects.
• Comply with JCAHO and other regulatory requirements.
• Participate in Quality Assurance/ Quality Improvement activities of the department through participation in committees, implementation of process improvement initiatives, and contribution of suggestions for improvements.
• Respond positively when learning needs are identified and accepts responsibility for seeking education.
• Attend and participate in department meetings, committees and/or projects; read minutes if unable to attend.
Standards of Daily Practice
• Communicate messages promptly. Communicate other departments’ messages immediately.
• Respond to telephone or email customer inquiries within 1 business day.
• Maintain calm and courteous composure.
• Maintain a well-organized and clutter-free desk area.
• Receive and greet customers of the department.
• Participate in department meetings as appropriate..
• Is responsive and follows through with delegated tasks.
• Utilize supplies and equipment in a cost-effective manner.
• Perform other duties as assigned.
The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.
The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.