All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.
UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.
The RESOURCE TEAM has multiple outstanding opportunities for a temporary/hourly, alternate shift, PATIENT SERVICES SPECIALIST 1-TRAINEE OR PSS 2. The Patient Services Specialist (PSS) demonstrates service excellence standards in independently performing patient reception, check-in and discharge activities, scheduling patient appointments, coordinating care with other services, providing initial triage and coordinating patient referral processes, coordinating medical records, collecting time-of-service payments and performing other necessary activities to maintain clinic operations. Duties include:
Reception Activities: •Employ excellent customer service skills •Ensure smooth patient flow •Review clinic schedule daily •Obtain patient demographic information and insurance information •Provide general patient services •Respond to patients’ needs and concerns as appropriate •May accept and process patient payments (co-pays, deposits, etc.)
Appointment Scheduling: •Schedule appointments consistent with patient needs and clinic scheduling guidelines •Assemble and send appointment and other information •Maintain current and accurate system by entering canceled and rescheduled appointments •Coordinate and schedule ancillary appointments and consult appointments
Telephone Support: •Answer the telephone in a professional, courteous, and efficient manner according to UWMC telephone service standards; directs calls as appropriate •Using clinic guidelines, gather information regarding the nature of the patient concern •Triage calls to appropriate staff, obtain necessary information for the return call, initiate emergency procedure when necessary, and use appropriate documentation tools •Communicate information on medical center programs to patients, referral agencies, University departments, physicians, and the community •Communicate basic information to patients such as insurance, parking, driving directions, etc.
Referral Coordination: •Manage referral queue •Obtain necessary insurance plan information •Maintain ongoing documentation and track authorized referrals •Ensure that all referrals are properly linked to appointments
Medical Record Activities: •Review daily schedules to identify required medical record requests •Order, coordinate, and distribute medical records as needed •Prepare medical record according to clinic-specific procedures for patient visit •Assemble and maintain satellite medical records according to clinic specific procedures
Billing Activities: •Initiate fee sheet upon patient arrival to clinic •Track fee sheet according to clinic guidelines to ensure all services are billed •Audit fee sheets for completeness and accuracy and process and submit to appropriate charge coordinator daily according to clinic guidelines •Review, correct, and resubmit charge documents on a daily basis as necessary according to clinic guidelines
General Duties: •Assist in orientating and training new staff •Review email daily to stay current with clinic communication •Maintain 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) •Track inventory and order office supplies and forms •Sort and distribute faxes and mail daily •Ensure daily functioning of office equipment •Utilize on-line resources as required according to clinic practice and within University guidelines
Perform other related duties as required
Requirements Patient Services Specialists are hired as either PSS 1-Trainee or PSS 2, depending on experience and qualifications. The requirements are:
• PATIENT SERVICES SPECIALISTS 1-TRAINEE REQUIREMENTS: 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 SPECIALISTS 2 REQUIREMENTS: 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 undergraduate 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.