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PROGRAM COORDINATOR

University of Washington
Seattle, WA Full-time
Posted on October 5, 2019
Req #: 172918
Department: SCHOOL OF DENTISTRY
Job Location: Seattle Campus
Posting Date: 10/04/2019 
Closing Info: Closes On   10/18/2019
Salary: $3,331 - $4,452/ per month 
Union Position: Yes
Shift: First Shift 

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years. 

The Office of Clinical Services (OCS) at the School of Dentistry encompasses the Patient Registration and Patient Relations offices, Simulation Clinic and Labs, Central Sterilization, two dispensaries, and facilities maintenance team. OCS supports the operations of 13 dental clinics in delivering dental care to the state’s largest and most diverse patient population. We utilize a team oriented approach and work very hard to delight our patients.

The UW School of Dentistry (UWSOD) has an outstanding opportunity for a full-time Program Coordinator. This individual will serve as a patient, student, and staff resource to coordinate the patient’s entry into and through the pre-doctoral and specialty graduate clinics and facilitate the delivery of optimal patient care. 

Under the supervision of the Pre-doctoral Clinic Coordination Supervisor, the Program coordinator acts as the primary liaison between the patient and pre-doctoral dental student. Using knowledge of School policies, procedures, clinical care and curricular requirements, the (job title) coordinates patient treatment, advises, counsels, and consults students to ensure scheduled treatment corresponds to student clinical competencies.

Duties and Responsibilities
General Responsibilities:
o Demonstrate an atmosphere and attitude of respect for human dignity and the uniqueness of patients, caregivers, staff and students.
o Provide information about services available at the Pre-doctoral and Post-doctoral Clinics to patients seeking dental care at the School of Dentistry.
o Work independently under the direction of Clerkship Directors and or Post-doctoral Program Directors.
o Request appropriate patient support, such as interpreters, caregivers, and transportation for appointments, admissions, and post-appointments patient checkout.
o Use effective oral and written communication with faculty, student, patients and their advocates, healthcare personnel both UWSOD and other dental facilities, and other related organizations.
o Interview patients for re-admittance to the UW School of Dentistry after their accounts have been inactivated due to a lapse in care, patient dismissal or other reason. Collaborate with managers, faculty, and staff to evaluate training needs and implement best practices.
o Work with Patient Relations to efficiently address patient complaints, obtain information and data from records and appropriate staff.
o Generate reports for review and resolution; resolve complaints on clinical issues, non-clinical issues, and general problems.
o Analyze transaction history in dental record to verify accurate billing of treatment.
o Provide support to other (job title) within group during breaks and leave.
o May direct the work of others (i.e., Student Assistants).
Patient Care Coordination:
o Act as a liaison between patients, consulting dental students and faculty, referring dental providers, insurance providers, medical/hospital patient care coordinators, admission, and treatment; coordinate the exchange of information either written or verbal before and after patients are seen.
o Gather and assess information concerning the patient’s dental status from the referring providers to assist in care planning.
o Monitor treatment progress of patient, ensure treatment notes are complete and all consents are signed by patients; maintain an organized method for tracking patients’ care along the continuum
o Respond to patient contacts in a professional and timely manner; triage patient phone calls according to severity of need.
o Process referrals between School of Dentistry clinics and outside referrals on a daily basis; coordinate requests for consultation among other dental specialties by utilizing specific directions from students and faculty providers.
o Evaluate clinical data, including patient visits and failed or cancelled appointments for operational effectiveness and compliance.
o Act as an advocate for patients and their caregivers; work with Patients Relations team to review and resolve patient concerns/issues; follow through and resolve patient requests in a timely manner; provide parking validation for inconvenienced patients; complete “Unusual Incident/Accident” reports as necessary.
o Provide student progress spreadsheets, treatment plan updates, student competencies, patient reassignments, and student curricular requirements to Clerkship Directors, students and faculty providers.
o Facilitate clerkship plan of care and referrals to Graduate Program Directors, front desk staff, and patient billing staff in a timely manner. 
o Work with Graduate Program Directors to coordinate patient referrals and implementation of patient treatment plans for fourth year General Practice students; convey treatment recommendation for continued care to rotating students, referring clinics, and or faculty members.
o Prepare patient letters on a variety of care concerns (e.g. interest in care, missed appointments, unable to contact or dismissal from care) at the request of providers.
o Use specialized electronic healthcare software such as axiUm and MiPACS to manage the patient electronic healthcare record.
o Create Student Progress, Report, Planned Appointment Report; Cancelled Appointments Report, Failed Appointment Report, and Recall Appointment Report for use by students and clinic front desk staff.
o Verify patient radiographic records are uploaded in MiPACS radiographic software for pre-appointment and follow-up analysis by provider.
o Support scheduling new patient appointments by triaging to appropriate subspecialty and student provider.
o Reserve two predoctoral clinical operatories daily for each predoctoral student throughout school quarter according to student need and availability (e.g. absences due to attendance at off-site student learning rotation (SLR).
o Respond to patient questions about services, fees, insurance coverage, treatment/services, appointment scheduling, and disposition of care for new and existing patients.
o Communicate treatment process, payments, and other information to patients at request

Patient Intake:
o Responsible for reviewing registration data (such as demographics, insurance, and referrals), and updating online and or providing information to appropriate personnel so that updates can be made.
o Generate new patient correspondence; communicate expectation of patients at first appointment, including any requirement for diagnostic radiographs; advise patients on how to establish their patient account.
o Discuss dental needs or complaints presented by patient and treatment options recommended by provider.
o Inform patients of financial responsibilities, policies, and patient expectations; plan/schedule first appointment.

Student Interactions:
o Manage clinic patient assignment; consult individually with clerkship students on a case-by case basis and with General Practice students on a regular schedule to determine appropriateness of the patient, based on student competency and educational need.
o Counsel students on patient management, length of various treatments, and provide advice on strategies for treating patients with needs requiring extra attention.
o Serve as on-call intermediary between student and patient during appointments at the request of students seeking patient education, resources or other support; act as a mediator between student and patient if problems arise.
o Coordinate student schedules according to clinic needs and requests.
o Assess student workflow and treatment completion; monitor size of student workload.
o Monitor student progress in meeting minimum curricular requirements.
o Manage the reassignment of patient pool from 3rd year and 4th students completing their course of study.
o Handle records confidentially in accordance with School of Dentistry policies and State of Washington RCW’s.
o Serve as back up bloodborne pathogens patient counselor for exposures.
o Orient new students to working relationships/student interactions with PSS 3.

Required
o High school graduation or equivalent AND two years of experience in a patient care setting involving interaction with patients and their caregivers and interaction with health care providers OR equivalent experience/education.
o Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration requirement.
o Experience working in a rapidly changing environment
o Demonstrated efficiency in scheduling, organizing and prioritizing
o Experience working with diverse populations
o Experience in a dental or healthcare setting
o Ability to work independently and as a team

Desired
o Bachelor’s Degree
o Proficiency in dental terminology and knowledge of basic dental procedures
o Prior experience in an academic environment
o Excellent verbal, interpersonal and written communication skills
o Strong organizational skills and attention to detail
o A calm, courteous composure
o Critical thinking and problem solving skills

Equivalent education/experience will substitute for all minimum qualifications except where there are legal requirements such as license/certification/registration.

BENEFITS
As a UW employee, you will enjoy generous benefits and work/life programs.
For detailed information on Benefits for this position, click here.

Application Process
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process.  These assessments may include Workforce Authorization, Cover Letter and/or others.  Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready.

Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

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.