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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.
The Harborview Regional Epilepsy Center has an outstanding opportunity for a Patient Care Coordinator (Full-Time, Day Shifts). Under general supervision, the Patient Care Coordinator (PCC) of the Regional Epilepsy Center, coordinates the delivery of medical care and the patient’s access to health care. Under general direction, the PCC uses knowledge of hospital policies and procedures, insurance coverage requirements including pre-administration authorization, third-party and reimbursement procedures to coordinate all patient services such as admitting, arranging diagnostic procedures, scheduling epilepsy surgical workups/inpatient admits, and scheduling services of other hospital departments to facilitate delivery of care to patients. This position also schedules surgeries, schedules anesthesia, and manages OR block time.
Standards of Performance • Communicate effectively with patients, families and staff. • Maintain professional behavior with every patient, families, and staff contact • Facilitate patient’s positive experience in the Regional Epilepsy Center and track the care along the continuum, including scheduling Epilepsy surgical consults with appropriate providers. • Act as an advocate for patients and their families. • Assist the patient in coordinating services, answer questions regarding insurance coverage. • Assist uninsured patient population access healthcare assistance programs. • Gather information from referring providers, including medical records diagnostic test results and insuring it’s availability for care providers within the Regional Epilepsy Center. • Work in accordance with HMC Health Information Management policy. • Maintain knowledge of The Regional Epilepsy Center policies and procedures and mission. • Maintain current knowledge of Epilepsy etiology, current treatment and diagnostic testing, • Be knowledgeable of Hospital computer systems including EPIC scheduling, templating and referral generation. • Review patient records and appropriately anticipate patient needs for appointments/procedures, Epilepsy inpatient and surgical workups. • Schedule diagnostic testing, such as PET, MRI, LTM, Neuropsychical Testing, visual fields, and other specialty testing. • Attend surgical team conference • Attend surgical clinic • Promote and contribute to the development of teamwork within the Regional Epilepsy Center. • Promote teamwork and good working relationships with other departments and services. • Promote and participate in activities for quality assessment and improvement in the Regional Epilepsy Center. • Triage patient calls and gather necessary information. • Resolve patient problems and respond to requests in a timely manner. This can include questions about non-clinical concerns such as insurance coverage, patient and family clarification of scheduled treatment, patient/family dissatisfaction with care and referral to HMC Patient Relations if needed. • Communicate with inpatient units and coordinates Epilepsy monitoring. • Provide back-up and coverage for phones and the front reception desk, including entering referrals into EPIC. • Act as a resource for clerical and technical staff in regards to clerical issues. • Demonstrate competency in filling out prior-authorization tasks • Complete additional paperwork and forms as directed. • Schedule surgeries, schedule anesthesia, and manage OR block time. • Perform other duties as assigned by the Epilepsy Program manager. Provide non-clinical information about Epilepsy surgeries
Standards of Daily Practice • Demonstrate efficiency in scheduling, organizing and prioritizing patient needs. • Protect patient confidentiality. Pro-actively offer assistance to others. Be flexible with accepting/changing assignments to meet Regional Epilepsy Center needs. • Consistently complete assignments on time. • Appropriately triage and communicate messages promptly to appropriate team members. • Compose office correspondence and responses to requests for information within 24 hours of receipt of request. This includes letters for housing, appeals to insurance companies, accommodations for employment, travel letters, surgery viable options, failed therapies, and short and long-term disability. Correspondence is given to provider for review and signature. • Utilize office supplies in a cost effective manner. • Act as a role model to team members. Be aware of departmental needs and responds appropriately. • Prioritize work flow appropriately. • Maintain calm, courteous composure.
Advocacy and Humanistic Care • Demonstrate an atmosphere/attitude of respect for human dignity and the uniqueness of patients, families and staff. Act as an advocate for patients and families throughout continuum of care • Respond to patient contacts in a professional and timely manner. • Practices the “Patient First” mission of HMC to increase patient satisfaction.
Communication/Teambuilding • Promote and contribute to the development of teamwork in the service and working relationships between the service and other departments and disciplines. Form productive working relationships with co-workers. Communicate clearly, directly, and on a timely basis. Be open to receiving direction, ask for assistance when needed, treat staff with respect and dignity. • Maintain a professional manner at work, adhere to the Professional Image Policy and maintain positive and constructive communication.
Safety/Response to Emergencies • Participate in an interdepartmental effort to facilitate a safe environment for staff and patient care. • Complete PSN reports into the UW Medicine Safety Net website for events that impact patient care and safety. • Understand and follow hospital and departmental protocol for emergencies and disasters.
Professional Growth and Behavior • Demonstrate responsibility for own professional growth through pursuit of work-related experiences and educational opportunities. • Participate in and support HMC and program based quality assessment and improvement activities. • Maintain/improve knowledge and skills related to medical terminology, policies/procedures, and medical center services. • Serve as a mentor for new staff • Utilize chain of command appropriately. • Meet attendance standard and demonstrate accountability by being responsible to unit for attendance and flexibility of scheduling. • Ensure mandatory certification competencies are completed within the initial time frame. • Is responsible for remaining current with information disseminated through email, voice mail, memos, and posted notices. • Use appropriate settings to bring forward work issues, new ideas, program ideas, and suggestions for changes in the functions of the Regional Epilepsy Center. • Consistently wear identification badge per hospital policy. • Introduce and identify self to patients, families, and staff • Work within the scope of practice of the Patient Care Coordinator
Requirements: Bachelor's Degree in a medically related or public relations field AND TWO years of experience in a tertiary patient care setting involving interaction with a variety of medical services, contact with patients and families, interaction with physicians, and proficiency in medical terminology 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.