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.
As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD, Center for Advanced Reconstruction and Rehabilitation (CARER), and mentally-and medically- vulnerable populations. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region.
Harborview Medical Center's AACS Specialty Clinics has an outstanding opportunity for a Business Operations Supervisor (Full-Time, Days). Under general supervision, the Business Operations Supervisor supervises Patient Coordinators (PC), Patient Service Specialists (PSS), and other assigned staff, coordinating patient’s entry into and through the clinic and Harborview Medical Center.
The Business Operations Supervisor performs specific leadership functions related to clinical practice, education and/or management as delegated by and in collaboration with the Clinic Practice Manager and Clinic Medical Director. This position provides leadership for clinic and divisional activities that promote delivery of quality care and service, effective problem solving and communication, and continued professional development for self and others. Serves as a role model and provides guidance to other staff including review and evaluation of performance. This position has fiscal responsibility for billing by ensuring all business processes are consistently followed and the revenue capture is optimized in the clinics.
Leadership Activities/Behaviors: • Develop, update and demonstrate support for clinic, divisional and medical center policies/procedures and assures staff adherence to policies/procedures. • Support clinic and ACS QI and process improvement activities by actively participating on committees and developing clinic specific programs. • Promote and protect general safety for patients/families/visits and co-workers, through measures such as adherence to correct procedures, monitoring for appropriate responses, management of assignments, seeking consultation and instructing others. • Participate on clinic leadership team, attending monthly meetings. • Contribute to selected clinic, divisional and institutional projects and committees. • Initiate or participate in development of clinic goals and orientation programs. • Ensure documentation of abnormal incidents on incident report forms; review and route to manager. Follow up on incident as appropriate in a timely manner. • Participate in debriefing of leadership team after occurrence of any critical incident. • Act as an initial point of contact for patient complaints of non-clinical issues. • Communicate all issues of concern to the Clinic Practice Manager through regular meetings to ensure alignment with divisional activities. • Collaborate with RNIII to improve and coordinate front to back operations. • Encourage and facilitate staff development.
Human Resources Activities: • Supervise non-clinical staff. • Coordinate the day-to-day business operations of the clinic. Monitor staff assignments and make adjustments as needed to ensure critical needs are met in the clinic. • Complete new employee competencies, consistently complete annual competencies and attend clinic specific in-service educational offerings. • Participate in the interview process for new applicants for clinic staff positions. • Mentor and assure orientation of all new staff, students and volunteers. • Facilitate ongoing training of all designated non-clinical staff. • Has delegated authority for corrective action: writing and conducting performance evaluations. • Manage the time sheets to assure accuracy, timely submission and facilitates problem solving payroll questions. • Process all non-clinical staff requests for time off including vacation and CE requests and ensure appropriate coverage.
Business Operations: • Manage resources – staff, equipment and time. • Responsible for management of assigned budget. • Supervise staff. • Monitor front line staff on comprehension of, and training needs regarding regulatory compliance for HIPAA, billing/reimbursement requirements for Medicare/Medicaid, other third party payors and regulatory agencies. • Supervise front line staff in the performance of: oAppointment making oScheduling of surgeries oCall management oDaily schedule management oPatient referral input and processing in coordination with the Patient Access Center oService capture/coding review oCash collection and management oInsurance verification and pre-authorization in coordination with Financial Clearance Unit / Patient Access Center oClerical support for clinical teams oMedical records and release of information oPatient check-in oCoordination of transfer of care to and from other hospitals oPatient transportation • Ensure office supply levels meet the clinic needs. • Provide oversight for development and maintenance of appointment templates and ensure that staff follows appointing protocols when scheduling. • Proactively manage the appointment templates. • Ensure billing of clinic visits occurs including processing of clinic charge documents to contain complete/accurate information, submittal within acceptable time frame for acceptance of the charge, and monitoring the rate and reason of rejected charge documents. • Ensure competence of assigned staff and provide outcomes to Clinic Practice Manager. • Provide the Clinic Practice Manager with data of ongoing monitoring of budget management and take corrective action on variances to the budget.
Customer Service and Team Behaviors: • Greet patients and families. • Monitor non-clinical staff activities to ensure they maximally support the provider to see patients. • Advocate for the patient/family by locating appropriate staff to address concerns • Appropriately directs patients and others to other departments across the medical center. • Promote and model an atmosphere/attitude of respect for human dignity and the uniqueness of each person encountered in the clinic setting. • Promote and protect general safety for patients/families/friends and co-workers through adherence to correct procedures, timely communication of messages and test results, and appropriate consultation. • Act promptly and effectively in managing self, patients and other employees during an emergency situation. • Participate in and support quality assessment and improvement activities. • Maintain/improve own clinical professional competence, knowledge and skills to meet identified self-learning needs and annual review requirements. • Apply appropriate policies, procedures, protocols, and standards of practice in performing duties. • Support and lead development of clinic and divisional effectiveness through such activities as participating in clinic and divisional problem-solving, demonstrating support for clinic and divisional policies, sharing expertise, contributing to selected clinic projects and committees and modeling activities which promote cost effectiveness and fiscal responsibility. • Promote and contribute to the development of team in clinic and working relationships between the clinic and other departments/disciplines. • Other duties as assigned.
Requirements: Bachelor’s Degree in business, public relations or medically related field Two or more years experience in a management or supervisory role. Demonstrated supervisory/leadership and program management skills related to physician billing, medical group practice financials and employee supervision.
An equivalent combination of education and experience will be considered
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.