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 Maternal Infant Care Clinic (MICC) has an outstanding opportunity for a full time day shift Patient Services Specialist Supervisor (PSSS). The PSSS is responsible for supervising Patient Services Specialists and/or other assigned staff and directing and performing clerical functions of a patient care unit at the MICC.
With delegated authority, interviews and recommends selection of applicants for hire; plans and conducts training; assigns and schedules work; acts upon leave requests; conducts annual performance evaluations and recommends disciplinary action. Responsible for the coordination of provider and clinic schedules, appointment scheduling procedures and patient flow at the reception desk. Prepares and maintains policies and procedures for patient service specialist functions. Demonstrate service excellence standards in performing the following functions: 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; process charge documents; collect time of service payments; perform other necessary activities to maintain clinic operations.
Directs the scheduling of patient appointments.
Monitors reception desk activities and directs patient flow, to ensure efficient operations.
Coordinates provider schedules.
Communicates provider session cancellations to manager and maintains cancellation reasons.
Develops and maintains monitoring system for patient appointment waiting times, no shows and cancellations.
Monitors clinic access data and adjusts workflow as required to meet standard.
Interviews and recommends the selection of candidates.
Develops and implements standards of performance, expectations and assignments.
Assigns employee schedules, establish plan for staff coverage and act upon leave requests.
Identifies learning needs of staff, plans and conducts training of new employees as well as in-service education for staff (including orientation of medical and clinic staff to reception and appointment scheduling procedures).
Acts as a resource and role model to staff.
Provides feedback regarding job performance to Patient Service Specialists and other assigned staff. Keeps manager apprised.
Reviews and corrects the work performed by others for compliance with established procedures.
Conducts annual performance evaluations and recommends disciplinary actions.
Develops, Monitors and evaluates policies and procedures to suggest operational changes and communicates to clinic team.
Oversees environmental conditions of office and patient waiting area including required postings, lighting, seating, literature and safety factors.
Maintains in-depth knowledge of various health insurance plans and billing systems.
Possesses in-depth knowledge of operational systems including telephone systems and all scheduling software.
Possesses knowledge of UWMC policies and procedures, personnel system, union contracts, and related labor contract requirements.
Manages staff records including time sheets.
Participate in budget preparation and administration.
Participates in monitoring quality assurance plans.
Performs the work of the Patient Services Specialist levels 1, 2, 3, Lead and QA/Educator positions.
Models excellent customer service skills.
Ensures smooth patient flow.
Responds to patients' needs and concerns as appropriate. Investigates complaints and works with manager to find solutions.
Accept and process patient payments (co-pays, deposits, etc.), oversee payment processing by PSS team
Schedules appointments consistent with patient needs and clinic scheduling guidelines.
Oversees and/or maintains provider and clinic schedules.
Monitors telephone service levels and works with PSS team to achieve service level targets.
Answers the telephone in a professional, courteous and efficient manner according to UWMC standards; directs calls as appropriate. Mentors staff re: effective telephone techniques.
Using clinic guidelines, gathers information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, using appropriate documentation tools.
Obtains necessary insurance plan information.
Maintains ongoing documentation of patient intake and tracks authorized referrals.
Ensures that all referrals are properly linked to appointments.
Reviews email daily to stay current with clinic communication.
Responds to facility and environmental issues and emergencies according to established procedures.
Inventories and orders office supplies and forms.
Ensures daily functioning of office equipment.
Utilizes online resources as required according to clinic practice and within University guidelines.
Perform 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.
Bachelor's Degree in a medically related or public relations field AND Four years of experience as a Patient Services Specialist
OR High School graduation or equivalent and four years experience as a Patient Services Specialist and a UW Supervisory Skill Certificate;
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.