PATIENT SERVICES SPECIALIST SUPERVISOR
Req #: | 171453 |
Department: | UWMC Maternal Infant Clinic |
Job Location: | UW Medical Center |
Posting Date: | 08/27/2019 |
Closing Info: | Open Until Filled |
Salary: | $3,746.00 to $5,035.00 per month |
Union Position: | Yes |
Shift: | First Shift |
The University of Washington 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.
The UWMC Maternal Infant Care Clinic (MICC) has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Day Shifts) (PSSS). The PSSS is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit at the MICC.
With delegated authority, interviews and recommends selection of applicants for hire; plans and conducts training; assigns and schedules work; acts upon leave requests; conducts annual performance evaluations and recommends disciplinary action. Responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. Prepares and maintains policies and procedures for patient service specialist functions. Demonstrate service excellence standards in performing the following functions: reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; 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.
RESPONSIBILITIES:
• Direct the scheduling of patient appointments.
• Monitor reception desk activities and directs patient flow, to ensure efficient operations.
• Coordinate provider schedules.
• Communicate provider session cancellations to manager and maintains cancellation reasons.
• Develop and maintains monitoring system for patient appointment waiting times, no shows and cancellations.
• Monitor clinic access data and adjusts workflow as required to meet standard.
• Interview and recommend the selection of candidates.
• Develop and implement standards of performance, expectations and assignments.
• Assign employee schedules, establish plan for staff coverage and act upon leave requests.
• Identify learning needs of staff, plan and conduct training of new employees as well as in-service education for staff (including orientation of medical and clinic staff to reception and appointment scheduling procedures).
• Act as a resource and role model to staff.
• Provide feedback regarding job performance to Patient Service Specialists and other assigned staff. Keeps manager apprised.
• Review and correct the work performed by others for compliance with established procedures.
• Conduct annual performance evaluations and recommends disciplinary actions.
• Develop, Monitor and evaluate policies and procedures to suggest operational changes and communicates to clinic team.
• Oversee environmental conditions of office and patient waiting area including required postings, lighting, seating, literature and safety factors.
• Maintain in-depth knowledge of various health insurance plans and billing systems.
• Possess in-depth knowledge of operational systems including telephone systems and all scheduling software.
• Possess knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements.
• Manage staff records including time sheets.
• Participate in budget preparation and administration.
• Participate in monitoring quality assurance plans.
• Perform the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions.
• Model excellent customer service skills.
• Ensure smooth patient flow.
• Respond to patients’ needs and concerns as appropriate. Investigates complaints and works with manager to find solutions.
• Accept and process patient payments (co-pays, deposits, etc.), oversee payment processing by PSS team
• Schedule appointments consistent with patient needs and clinic scheduling guidelines.
• Oversee and/or maintain provider and clinic schedules.
• Monitor telephone service levels and works with PSS team to achieve service level targets.
• Answer the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentors staff re: effective telephone techniques.
• 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, using appropriate documentation tools.
• Obtain necessary insurance plan information.
• Maintain ongoing documentation of patient intake and tracks authorized referrals.
• Ensure that all referrals are properly linked to appointments.
• Review email daily to stay current with clinic communication.
• Respond to facility and environmental issues and emergencies according to established procedures.
• Inventory and order office supplies and forms.
• Ensure daily functioning of office equipment.
• Utilize online resources as required according to clinic practice and within University guidelines.
Perform related duties as required.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
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.