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University of Washington PATIENT SERVICES SPECIALIST 1-TRAINEE OR PSS 2 (TEMPORARY, DAYS) in Seattle, Washington

Req #: 184735

Department: UW MEDICAL CENTER - MONTLAKE - DIABETES CARE CNTR

Posting Date: 11/17/2020

Closing Info:

Open Until Filled

Salary: $16.67 - $23.16 per hour

Shift: First Shift

Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States, and ranked as the number 1 hospital in Washington State, as rated by U.S. News & World Report 2019-2020 "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 UWMC Endocrine & Diabetes Care Center at Roosevelt has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Part-Time Temporary/Hourly, Day Shifts). The Patient Services Specialist (PSS) is responsible for clinic front desk reception and will perform the following duties:

•Answer phones & greet customers in a professional manner. •Develop and maintain good working relationships within the department. •Respond to patient needs and concerns as appropriate. •Investigate complaints and work with department supervisor to find solutions. •Serve as a resource for patients regarding available services. •Assist in obtaining and documenting the proper release of info. •Process and reconcile patient charge documents.

The PSS 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; process charge documents; collect time-of-service payments; perform other necessary activities to maintain clinic operations.

Job duties include:

Reception Activities •Employ excellent customer service skills. •Ensure smooth patient flow. •Review clinic schedule daily. •Obtain patient demographic information and insurance information. •Provides general patient services. •Respond to patients’ needs and concerns as appropriate. Investigate complaints and works with office manager to find solutions. •May accept and process patient payments (co-pays, deposits, etc.)

Appointment Scheduling •Schedule appointments consistent with patient needs and clinic scheduling guidelines. •Assemble and sends appointment and other information. •Maintain current and accurate system by entering canceled and rescheduled appointments. •Coordinates and schedules ancillary appointments and consult appointments. •Assist in the preparation and maintenance of provider and clinic schedules.

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 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. •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 tracks 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 maintains 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 that all services are billed. •Audit fee sheets for completeness and accuracy and processes and submits 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.) •Respond to facility and environmental emergencies according to established procedures. •Inventory and order office supplies and forms. •Sort and distribute faxes and mail on a daily basis. •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.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.

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