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
As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW's School of Medicine.
The UW 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. 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.
The HMC Ortho-Trauma Clinic has an outstanding opportunity for a Patient Services Specialist 1-Trainee or 2 (Full-Time, Day Shifts). Under general supervision, the Patient Services Specialist (PSS) coordinates clerical, financial and support activities for patient care in the clinics. Receives patients and their families to the clinic and facilitates contact between the patient/family and the Ortho/Pain/Aftercare Clinical Team members. Participates in clinic and selected divisional activities to promote effective problem-solving and communication. Participates in on-the-job training to learn the full scope of a PSS role.
The PSS demonstrates Patients Are First service excellence standards by independently performing the following support services: reception and discharge activities; scheduling appointments; coordinating care with other services; check-in of patients; providing initial triage; coordinating referral process; coordinating medical records; obtaining and verifying registration information/insurance; processing charge documents; collecting time-of-service payments; and performing other necessary activities to maintain clinic operations.
Duties & Responsibilities
Employs excellent customer service skills.
Ensures smooth patient flow.
Reviews clinic schedule daily.
Obtains patient demographic information and insurance information.
Provides general patient services.
Responds to patients' needs and concerns as appropriate. Investigates complaints and works with office manager to find solutions.
May accept and process patient payments.
Schedules appointments consistent with patient needs and clinic scheduling guidelines.
Assembles and sends appointment and other information.
Maintains current and accurate system by entering canceled and rescheduled appointments.
Coordinates and schedules ancillary appointments and consult appointments.
Assists in the preparation and maintenance of provider and clinic schedules.
Answers the telephone in a professional, courteous, and efficient manner according to UW Medicine telephone service standards; directs calls as appropriate.
Using clinic guidelines, gathers 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.
Communicates information on medical center programs to patients, referral agencies, University departments, physicians and the community.
Communicates basic information to patients such as insurance, parking, driving directions.
Manages referral queue.
Obtains necessary insurance plan information.
Maintains ongoing documentation and tracks authorized referrals.
Ensures that all referrals are properly linked to appointments.
Medical Record Activities:
Reviews daily schedules to identify required medical record requests.
Orders, coordinates, and distributes medical records as needed.
Prepares medical record according to clinic-specific procedures for patient visit.
Assembles and maintains satellite medical records according to clinic specific procedures.
Initiates fee sheet upon patient arrival to clinic.
Tracks fee sheet according to clinic guidelines to ensure that all services are billed.
Audits fee sheets for completeness and accuracy and processes and submits to appropriate charge coordinator daily according to clinic guidelines.
Reviews, corrects and resubmits charge documents on a daily basis as necessary according to clinic guidelines. General Duties:
Assists in orientating and training new staff.
Reviews email daily to stay current with clinic communication.
Performs other related duties as required.
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 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.