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 dozen 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.
UWMC Radiology Support Services has an outstanding opportunity for a full time day shift Patient Services Specialist Lead (PSS Lead). Under general direction of the Supervisor, the Lead is responsible for the direction, orientation and training of the Patient Services Specialists (PSS).
The PSS Lead will perform 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; collect time-of-service payments; perform other necessary activities to maintain clinic operations. They will regularly assign, instruct, and audit the work of the PSS staff and provide feedback to the Supervisor.
The PSS Lead will provide patient-focused care through use of customer service strategies.
-Answers phones and greets customers in a professional manner. -Develops and maintains good working relationships within the department. -Responds to patients' needs and concerns as appropriate. -Investigates complaints and works with Supervisor to find solutions. -Act as a resource person for patients regarding available resources. -Notifies technologists when patients arrive. -Assist in obtaining and documenting the proper release of info. -Ensures that all requisitions are properly completed. -Processes and reconciles patient charge documents. -Schedules radiology exams. -Has knowledge of anatomy to enable proper scheduling in correct imaging modality. -Basic knowledge of Medical Terminology. -Works closely with Departmental Supervisors in reference to training of staff; providing feedback on staff performance; assisting in the interviewing/hiring process; assisting with templating modality schedules; being the key person in supporting PSS 1, 2 and 3 staff members with questions and/or issues.
Additional PSS Lead Duties:
Ensures efficient front desk operations by monitoring front desk activities and directing patient flow.
Assigns, instructs, and checks the work of others and provides feedback to the supervisor and manager on the selection and evaluation of staff.
Efficiently directs and schedules PSS staff according to department needs and communicates to the supervisor; prepares and maintains provider and clinic schedules for optimum coordination.
In conjunction with supervisor, develops and implements standards of performance, expectations and task delineations for PSS staff.
Professionally acts as a resource person and role model to PSS staff.
Provides constructive feedback to supervisor regarding job performance of PSS staff on a continual basis and for employee performance evaluations and training plans.
Effectively evaluates and actively problem-solves presenting situations and uses these as educational opportunities for PSS staff.
Continually reviews departmental policies and procedures to suggest updates, operational changes and/or process improvements.
Assist with interviews; trains and orients new employees and/or volunteers.
Professionally responds to patient questions.
HIPAA Compliance - Demonstrates knowledge and understanding of, and maintains complete confidentiality of employee information and medical center strategic plans and initiatives, financial information or other sensitive materials and information in printed, electronic or verbal form, which may jeopardize employee rights or medical center operations. Accesses and uses the minimum necessary employee and medical center information and only to perform job responsibilities and duties.
Other duties as assigned.
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.
High School graduation or equivalent AND Three years of Patient Support Service 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.