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UWMC Otolaryngology Head and Neck Surgery has an outstanding opportunity for a full time day shift Patient Services Specialist 3 (PSS3). Under general supervision, this position performs specialized clerical and technical duties to facilitate the delivery of patient care.
The PSS3 will serve as an expert in areas of referral management and primary intake/new patient scheduling support for the Audiology and Vestibular program, which has highly specific benefit needs for new patients, including exact benefit expenditures/balances for hearing aid and hearing evaluations, specific procedural CPT coverage and authorization for vestibular lab, and implant benefits and authorization for cochlear implant program; become program specialist for this subspecialty. Identify areas for improvement in benefits management and intake flow for Rehabilitative Audiology patients. Serve as expert and function as primary individual accountable for cash management processes for device sales related to the hearing aid and implant programs of Rehabilitative Audiology.
Position requires extensive involvement with Rehabilitative Audiology program participants (patients, Audiologists, PSS and PCC staff, and insurance companies/intermediaries such as DVR, L&I, etc) in completing referral/intake management and specific benefit determination and documentation. Position maintains expertise for all aspects of this specialized program to manage independently the activity required as well as orient and oversee work of PSS staff providing coverage during periods of high volume and/or primary position absence.
Serves as expert in management of Audiology-specific Epic cash collection/management processes as determined by Epic/CHARMS team, in conjunction with Cashier, Revenue Cycle Management, Patient Financial Services, and departmental policies and procedures. Maintains unique UWMC cash processes of Hearing Aid Program in conjunction with program medical assistant, and maintains familiarity with WAC and RCW components specific to this program. Orients appropriate staff to these processes as necessary to maintain compliance with state and UWMC requirements.
Position performs the following:
Coordinates and manages scheduling of care for:
1. Diagnostic and Rehabilitative Audiology patients
2. Vestibular Laboratory
3. Designated Non-Physician Providers
Holds programmatic responsibility for continuum of programmatic intake steps including initial appointment scheduling, initial referral management, completion unique Oto/HNS intake database processes, coordination of care with various payer entities, determination of benefit balances for hearing & hearing aid services, insurance authorizations, and correct cash collection processes for subsequent hearing aid and implant instrument purchases.
Determines and verifies CPT/coding level benefits and obtains specific procedural pre-authorization for New patients to Audiology service, Dizziness and Balance Center, and other designated non-physician providers.
Maintains provider New patient schedules for diagnostic testing and hearing aid/implant services and corresponds with patients to provide necessary program instructions.
Coordinates the receipt of program document requirements: patient forms, medical records, financial consents specific to hearing instrument cash collection processes, and coordinates these documents with program Medical Assistant to assure patient files are accurate and complete prior to initial visit.
Files requisitions and enters appropriate referral and insurance information into OHANA (Otolaryngology Head and Neck Access) patient intake database and completes full registration within Epic system for patients New to the program and UWMC.
Facilitates on-going programmatic assessment, maintenance and development of routines, standards and goals related to patient intake, benefit management, and cash collection for Rehabilitative Audiology and Vestibular program:
Helps to consistently assess processes and communicate observations, concerns and ideas to clinic administrative team in a timely and professional manner to maintain high standards of patient care related to designated accountabilities as noted above.
Serves as expert and trainer, as appropriate, to own team of 5 PSS staff as well as 5 PCC staff, related to functions unique to Rehabilitative Audiology and Vestibular Programs.
Helps to develop specific routines, standard and goals which may include but are not limited to the following:
Improvement of database intake processes unique to OHANA related to designated programs.
Cash collection processes and documentation within Hearing Aid
In addition - demonstrates service excellence standards in independently performing the following standard PSS responsibilities: 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; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.
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.