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PROGRAM OPERATIONS SPECIALIST

University of Washington
Seattle, WA Full-time
Posted on January 5, 2020
Req #: 171647
Department: UWMC - MONTLAKE - DIGESTIVE HEALTH CENTER
Job Location: UW Medical Center - Montlake
Posting Date: 11/27/2019 
Closing Info: Open Until Filled 
Salary: Salary is commensurate with experience and qualifications. 
Shift: First Shift 

Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States, and ranked as the number 1 hospital in Washington State, as rated by U.S. News & World Report 2019-2020 "America's Best Hospitals", UWMC prides itself on compassionate patient care as well as its pioneering medical advances. UWMC is operated by the University of Washington (UW) and serves as a training site for UW’s School of Medicine.

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 Digestive Health Center has an outstanding opportunity for a full-time, professional staff PROGRAM OPERATIONS SPECIALIST. The Program Operations Specialist will optimize and maximize the utilization of the Digestive Health Center's Endoscopy and Clinic (DHC). Currently the DHC averages 8,400 procedures and over 5,000 clinic visits per year. We have multiple service lines that perform procedures within our department such as Center for Esophageal and Gastric Surgery (CEGS), Weight Loss, and Seattle Cancer Care Alliance gastroenterology.

The Program Operations Specialist will work with multiple departments/service lines and institutions to ensure procedures are scheduled to maximize utilization of the unit while meeting the needs of patients and UWMC.

Duties and responsibilities:

Clinical Operations:
  • Develop and maintain an in-depth understanding of clinic workflows, processes, policies, and procedures as well as UWMC policies and procedures; work to support the clinic's strategic plan.
  • Work closely with the Clinical Manager to oversee and maintain efficient clinical operations/patient flow in the unit.
  • Help to identify opportunities and methods for workflow in term of efficiency and/or effectiveness.
  • Act as a management team resource on the unit for staff and providers.
  • Work closely with the anesthesia service to create optimal scheduling templates that allow for the maximum number of timely procedures to safely be performed, to ensure high satisfaction by patients and providers.
  • Collaborate with all different entities that schedule into the unit to ensure all scheduling Standard Operating Procedures (SOP's) are consistent for each entity's procedural area.

Project Management:
  • Under the general direction of the clinic manager, lead and oversee clinic process-improvement projects.
  • Maintain good organization throughout each project, take thorough and accurate notes at each project meeting, follow up as needed with project team members to ensure timely completion of action items, keep accurate documentation of project status, and report regularly to clinic manager.
  • Lead, guide, and coordinate with staff members, providers, other departments, and/or vendors involved in the project.
  • Develop staff and provider education and training as needed.
  • Monitor post-project implementation to ensure ongoing process and feedback.

Financial Performance:
  • Help to ensure that all procedure notes are completed in a timely manner by communicating with providers regarding open notes on a biweekly basis, providing any needed education to providers regarding how to properly close the procedure record, and communicating with clinic manager and provider leadership regarding procedure notes that remain open despite notice to the provider that the procedure note needs to be closed.
  • Monitor the external referrals leaving the department "leakage" for appropriateness, and communicating finding to the clinic manager and the provider leadership on a monthly basis.

Service Excellence:
  • Implement and model UW Medicine customer service standards for staff and practitioners.
  • Assist clinic manager with triaging and resolving patient complaints.
  • Assist clinic manager with Patient Satisfaction data collection, compilation, and reporting as well as process-improvement projects targeted at improving Patient Satisfaction.

Leadership, Teamwork, and Development:
  • Serve as a mentor and resource to clinic staff and providers to facilitate operational efficiencies, service excellence, initiatives, and program/organizational goals.
  • Take on leadership role in regards to process-improvement projects and clinic systems/processes.
  • Contribute to the collaborative process at clinic management team meetings.
  • Oversee project implementation in a way that demonstrates effective and sustainable approaches.
  • Demonstrate the ability to be flexible, organized, and function under stressful situations.
  • Foster service and patient safety standards for the program and clinic.
  • Maintain responsibility for own continuing education and developmental needs; attend meetings and workshops to enrich personal knowledge, growth, and management skills.
  • Serve as a leader on the GI Task Force Committee, collaborating with the Division of Gastroenterology, HMC, and ESC leadership to improve communication and standardization across all sites.

Other Duties:
  • Human Resources: Responsible for supervising the Patient Care Coordinator (PCC) and Patient Service Specialists (PSS) supervisors.
  • Participate in the interview process for PCC's and PSS's.
  • Serve as "Super User" for the different computer system (non EPICare/ORCA) used within the DDC - Epic Cadence, PHS, Whiteboard, Procedure Documentation Programs (Endoworks/Provation).
  • Other duties as assigned.
REQUIREMENTS: • Bachelor's degree in a healthcare field.
• At least two (2) years of experience involving responsibility and exposure to include administrative, professional and patient contact.
• Ability to manage many high priorities and successfully bring to closure.
• Ability to work independently with minimal supervision.
• Demonstrate interpersonal relationships in a manner which enhances communication, promotes conflict resolution and facilitates staff development.
• Ability to prioritize, delegate and manage multiple projects and responsibilities simultaneously.
• Ability to work under pressure in a fast paced environment and meet deadlines.
• Basic knowledge of medical terminology.
• Strong verbal and written communication skills.
• Strong interpersonal, analytical and organizational skills.
• Ability to work collaboratively with many different constituencies.
• Demonstrated experience in data collection and analysis as well as computer experience.
• Ability to interact and communicate effectively as part of a team.
An equivalent combination of education and experience may substitute for stated requirements.

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.