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
1st Shift (Days)
Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States as rated by U.S. News & World Report's "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.
The UWMC Medical Specialties Clinic (MSC) has an outstanding opportunity for a full time day shift Patient Services Specialist 1-Trainee or 2 (PSS). This position at our front desk is assigned to support and check in/out patients. Primary duties include checking-in/checking out patients for clinic visits, answering the phone, processing incoming faxes, scheduling appointments, and assigning/creating referrals. The PSS will work closely with the MSC care team made up of physicians, nursing and support staff. They will be a key member in providing efficient and timely access to our patient population. As a PSS in the MSC it will be expected that the UW Medicine culture of Patients Are First will be practiced at all times.
Job Description: Demonstrates service excellence standards in independently performing the following support services: reception and discharge activities; schedule appointments; coordinate care with other services; check-in patients; provide initial triage; coordinate referral process; coordinate medical records; obtain and verify registration information/insurance; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
General Job Duties:
Employs excellent customer service skills.
Ensures smooth patient flow.
Reviews clinic schedule daily.
Obtains patient demographic information and insurance information.
Provides general patient services.
Responds to patients' needs and concerns as appropriate. Investigates complaints and works with office manager to find solutions.
May accept and process patient payments (co-pays, deposits, etc.)
Schedules appointments consistent with patient needs and clinic scheduling guidelines.
Assembles and sends appointment and other information.
Maintains current and accurate system by entering canceled and rescheduled appointments.
Coordinates and schedules ancillary appointments and consult appointments.
Answers the telephone in a professional, courteous, and efficient manner according to UWMC telephone service standards; directs calls as appropriate.
Communicates information on medical center programs to patients, referral agencies, University departments, physicians and the community.
Communicates basic information to patients such as insurance, parking, driving directions, etc.
Using clinic guidelines, gathers information on the telephone re: the nature of the patient concern. Triages calls to appropriate staff; obtains necessary information for the return call; initiates emergency procedure when necessary, uses appropriate documentation tools.
Manages referral queue.
Obtains necessary insurance plan information.
Maintains ongoing documentation and tracks authorized referrals.
Ensures that all referrals are properly linked to appointments.
Medical Record Activities
Reviews daily schedules to identify required medical record requests.
Orders, coordinates, and distributes medical records as needed.
Prepares medical record according to clinic-specific procedures for patient visit.
Assembles and maintains satellite medical records according to clinic specific procedures.
Initiates fee sheet upon patient arrival to clinic.
Tracks fee sheet 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.
Sorts and distributes faxes and mail on a daily basis.
Ensures daily functioning of office equipment.
Utilizes online resources as required according to clinic practice and within University guidelines.
Performs other related duties as required.
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 Patient Services Specialist will be hired as either a 1-Trainee or a 2 depending on experience. The requirements are as follows:
PATIENT SERVICES SPECIALIST 1: High School graduation or equivalent AND one year of experience in a health care setting OR two years of general office experience OR equivalent education/experience.
PATIENT SERVICES SPECIALIST 2: High School graduation or equivalent AND one year of experience in a health care setting OR three years of general office or customer services experience 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.