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.
The UWMC General Internal Medicine Clinic has an outstanding opportunity for a Full-Time, Day Shifts Patient Services Specialist Supervisor (PSSS). The PSSS is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing the clerical functions of the unit.
With delegated authority, the PSSS interviews and recommends selection of applicants for hire; plans and conducts training; assigns and schedules work; acts upon leave requests; conducts annual performance evaluations and recommends disciplinary action. They are responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. Prepares and maintains policies and procedures for Patient Services Specialist functions.
Clinic Operations: • Direct the scheduling of patient appointments. • Monitor reception desk activities and directs patient flow, to ensure efficient operations. • Coordinate provider schedules. Strong attention to detail and ability to track changes is required. • Communicate provider session cancellations to manager and maintains cancellation reasons. • Develop and maintain monitoring system for patient appointment waiting times, no shows and cancellations. • Monitor clinic access data and adjusts workflow as required to meet standard.
Leadership / Supervision: • Interview and recommend the selection of candidates. • Develop and implement standards of performance, expectations and assignments. • Assign employee schedules, establish plan for emergency staff coverage and acts upon leave requests. • Evaluate and actively problem-solves, presenting situations and uses these as educational opportunities for staff. • Identify learning needs of staff, plans and conducts training of new employees, as well as in-service education for staff (including orientation of medical and clinic staff to reception and appointment scheduling procedures). • Act as a resource and role model to staff. • Provide feedback regarding job performance to Patient Service Specialists and other assigned staff. Keeps manager apprised. • Review and correct the work performed by others for compliance with established procedures. • Conduct annual performance evaluations and recommends disciplinary actions. • Develop, review and maintain policies and procedures. • Monitor and evaluate policies and procedures to suggest operational changes. • Oversee environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors. • Maintain in-depth knowledge of various health insurance plans and billing systems. • Possess in-depth knowledge of operational systems including telephone systems and all scheduling software. • Possess knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements. • Manage staff records, including timekeeping in Kronos. • Participate in budget preparation and administration. • Work with management, Educators/Quality Assurance and other staff on process improvements, developing training courses and planning ED/QA activities for staff. • Participate in monitoring quality assurance plans. • Perform the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions. • Active participant in clinic leadership meetings, such as clinic operations, where leadership team analyzes opportunities for the clinic, making process decisions and executing agreed upon workflow • Host monthly PSS team meeting, highlighting system changes, cascading information from various meetings attended to PSS team. • Participate in monthly staff rounding, encouraging open communication and dialogue with staff.
Reception / Scheduling: • Model excellent customer service skills. • Ensure smooth patient flow. • Respond to patients’ needs and concerns as appropriate. Investigates complaints and works with manager to find solutions. • May accept and process patient payments (co-pays, deposits, etc.) • Schedule appointments consistent with patient needs and clinic scheduling guidelines. • Oversee and/or maintains provider and clinic schedules.
Telephone Support: • Answer the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentors staff re: effective telephone techniques. • Using clinic guidelines, gathers information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using appropriate documentation tools.
Referral Coordination: • Oversee referral work queue. • Obtain necessary insurance plan information. • Maintain ongoing documentation and tracks authorized referrals. • Ensure that all referrals are properly linked to appointments.
Billing Activities: • Expert on patient guarantor account types and scenarios in which account to use when; support PSS team in appropriately assigning guarantor account upon patient arrival to clinic during check-in process. • Support manager in daily charge reconciliation report, according to clinic guidelines to ensure that all services are billed. • Audit reconciliation report for appointment completeness and accuracy; submits changes or inquiries to appropriate charge coordinator when necessary and according to clinic guidelines. • Review, correct and submit daily payment reconciliation report to cashier’s office.
General Duties: • Review email daily to stay current with clinic communication. • Maintain the physical environment for safety of staff and patients and for aesthetic presentation of the area (for example, organizing the waiting room furniture and magazine area.) • Respond to facility and environmental emergencies according to established procedures. • Inventories and orders office supplies and forms. • Ensure daily functioning of office equipment. • Utilize online resources as required according to clinic practice and within University guidelines. • Utilize AIDET with each patient. • Perform other related duties as required.
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.