This classification is governed by a negotiated labor contract and is subject to union shop provisions. For more information about union shop provisions, visit Union Information
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 2016-2017 "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 Endocrine & Diabetes Care Center at Roosevelt has an outstanding opportunity for a Full-Time Patient Services Specialist Supervisor (Day Shifts). The Patient Services Specialist Supervisor (PSSS) oversees the clinic Patient Services Specialist team and/or other assigned staff and directs and performs clerical functions of the patient care unit.
Job duties include:
Directs the scheduling of patient appointments.
Monitors reception desk activities and directs patient flow, to ensure efficient operations.
Communicates provider session cancellations to manager and maintains cancellation reasons.
Develops and maintains monitoring system for patient appointment waiting times, no shows and cancellations.
Monitors clinic access data and adjusts workflow as required to meet standard.
Leadership / Supervision:
Provides supervision for PSSs in designated related areas.
Participates in recruiting for new hires.
Develops and implements standards of performance, expectations and assignments.
Evaluates and actively problem-solves presenting situations and uses these as educational opportunities for staff.
Identifies 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).
Acts as a resource and role model to staff.
Provides feedback regarding job performance to Patient Service Specialists and other assigned staff.
Oversees environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors.
Maintains in-depth knowledge of various health insurance plans and billing systems.
Possesses in-depth knowledge of operational systems including telephone systems and all scheduling software.
Possesses knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements.
Manages staff personnel records including time sheets.
Review/approve staff's leave requests.
Provide work assignments to staff.
Maintain and coordinate staff schedules.
Conduct performance evaluations.
Recommend disciplinary actions.
Reception / Scheduling:
Models excellent customer service skills.
Ensures smooth patient flow.
Responds 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.)
Schedules appointments consistent with patient needs and clinic scheduling guidelines.
Answers 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.
Oversees referral queue.
Obtains necessary insurance plan information.
Maintains ongoing documentation and tracks authorized referrals.
Ensures that all referrals are properly linked to appointments.
Initiates fee sheet upon patient arrival to clinic.
Tracks fee sheets according to clinic guidelines to ensure that all services are billed.
Audits fee sheets for completeness and accuracy and processes and submits to appropriate charge coordinator daily according to clinic guidelines
Reviews, corrects and resubmits charge documents on a daily basis as necessary according to clinic guidelines
Reviews email daily to stay current with clinic communication.
Maintains 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.)
Responds to facility and environmental emergencies according to established procedures.
Inventories and orders office supplies and forms.
Ensures daily functioning of office equipment.
Utilizes online resources as required according to clinic practice and within University guidelines.
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 undergra...duate 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.