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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 Women's Health Care Center has an outstanding opportunity for a full time day shift Patient Services Specialist Supervisor (PSS Supervisor). This position is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit.
In addition, the PSS Supervisor demonstrates service excellence standards in performing the following functions: reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; coordinate referral process; coordinate medical records; verify and update registration information; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
Directs the scheduling of patient appointments.
Monitors reception desk activities and directs patient flow, to ensure efficient operations.
Coordinates provider and clinic schedules.
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.
Performs the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions.
Interviews and recommends selection of applicants for hire.
Conducts annual performance evaluations and recommends disciplinary action.
Provides supervision for PSS's in designated related areas.
Develops and implements standards of performance, expectations, and assignments.
Assigns employee schedules, establishes plan for emergency staff coverage and acts upon leave requests.
Evaluates and actively problem-solves 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. Keeps manager apprised.
Reviews and corrects the work performed by others for compliance with established procedures.
Conducts annual performance evaluations and recommends disciplinary actions.
Develops, reviews, and maintains policies and procedures.
Monitors and evaluates policies and procedures to suggest operational changes.
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 records including timesheets.
Participate in budget preparation and administration.
Works with management, ED/QA and other staff on process improvements, developing training courses and planning ED/QA activities for staff.
Participates in monitoring quality assurance plans.
Prepare and maintain policies and procedures for patient service specialist functions
Appointment scheduling procedures and patient flow at the reception desk.
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.
Oversees and/or maintains provider and clinic schedules.
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.
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.