All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.
UWMC's EMERGENCY DEPARTMENT has an outstanding opportunity for a PATIENT SERVICES SPECIALIST SUPERVISOR (Full-Time, Day Shifts). Under general supervision of the Patient Access Services Hospital Operations Manager, the Patient Services Specialist Supervisor (also known as the “Operations Supervisor”) is responsible for a variety of supervisory and administrative non-clinical department functions. The PSS Supervisor is responsible for the overall leadership and supervision of staff in the Patient Services Specialist class series and/or other assigned staff.
The primary responsibilities of the Patient Services Specialist Supervisor include:
Primary Duties: • Be able to recognize priority information and duties, respond appropriately and maintain patient safety and smooth unit operations. • Responsible for completing, coordinating and monitoring: oStaff Scheduling in time keeping system oEmployee Education and human resource data tracking systems oOther systems that support the nurse manager as required • Proactive role in the efficient operations of the unit by ensuring: oRelief coverage for Patient Services Specialists within the department oEnsure Quality Customer Service of all team members; maintaining awareness of others and greet patients, family, visitors, and staff in manner that conveys a positive reception oTracking Supply PAR levels and requesting supplies as needed oEnsuring all equipment is working, submitting work orders for equipment in need of repair oSubmission of work orders to facilities as needed oMonitoring, tracking and action planning for quality assurance and improvement • Management, collection and reporting of all data for department metrics • Demonstrate proficiency in the use of communication devices on the unit (telephone, fax, email, etc.). Continually identify department when answering the telephone, speak in a confident, friendly manner that conveys a positive reception. • Participation in Employee Performance Reviews • Complete annual review requirements for self (fire/safety, infection control, and other as appropriate).
Standards of Daily Practice: • Participate in the development/testing/implementation of new organizational systems for the unit or department. • Identified by others as exceptional in coordinating/prioritizing, delegating and multi-task orientation; performance reflects extra care and attention. • Follow up on projects, orders and/or requisitions to ensure completion. • Act as a resource for staff. • Acknowledged by other staff to be a role model in courteous communication (in-person, telephone, etc.) with health care team members, visitors, patients, and family.
Safety and Response to Emergencies: • Participate in interdepartmental efforts to facilitate a safe environment. • Understand and follow hospital and departmental protocol for emergencies and disasters. • Take immediate action to address environmental, equipment or engineering issues that present a potential safety risk. • Function within safety, infection-control, emergency and equipment guidelines
Advocacy and Humanistic Care: • Demonstrate dignity and respect for the values, lifestyles, age, spiritual needs, and/or cultural diversity of other staff members, patients, family, and visitors. • Act as an advocate for patients and families through such activities as assisting them with locating appropriate staff to address their concerns and safeguard patient's privacy and confidentiality. • Patient always take precedence over tasks. Ask patient at end of contact if there is anything else the patient needs. • Provide additional service for those who have been inconvenienced or who may need special assistance. Contact Patient Relations office when appropriate. • Report when illegal/unethical/unprofessional practice of another member of the health team occurs. • Demonstrate awareness of age-specific competencies when interacting with patients and family.
Communication and Team Building: • Promote and contribute to the development of teamwork in the service and working relationships between the service and other departments and disciplines. • Maintain a professional manner at work. • Represent the unit in divisional and/or hospital committees and meetings. • Demonstrate reliability in work attendance. • Wear appropriate professional attire and UWMC identification; maintains acceptable personal hygiene. • Practice cost containment by ordering and using forms and supplies in a cost-effective manner.
Quality Assessment and Improvement: • Participate in and support quality assessment and improvement activities. • Maintain/improve knowledge and skills related to medical terminology, policies/procedures and medical center services.
Professional Development/Skills: • Demonstrate responsibility for own professional growth through pursuit of work-related experiences and education opportunities. • Respond positively when learning needs are identified and accept responsibility for seeking education. • Attend and participate in professional development opportunities (in-service) and continuing education programs that directly affect practice and improve unit operations. • Maintain and enhance computer skills to provide accurate and timely workflow
Desired: • Epic experience • Full-registration experience • Knowledge of insurance types and procedures • Leadership experience • Proficient in Microsoft Products Excel and Word • Experience in working with a diverse population
Requirements: Bachelor’s Degree in a medically related or public relations field AND four years of experience as a Patient Services Specialist. OR; High School graduation or equivalent and four years’ experience as a Patient Services Specialist and a UW Supervisory Skill Certificate OR equivalent education/experience
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.