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. UW Medicine owns or operates Harborview Medical Center (HMC), Northwest Hospital & Medical Center (NWH), Valley Medical Center (VMC), UW Medical Center (UWMC), a network of UW Medicine Neighborhood Clinics (UWNC) that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s.
UW Medicine Enterprise Access & Innovation has an outstanding opportunity for a Patient Access Liaison. This individual will support several service lines in scheduling optimization efforts. The Patient Access Liaison will provide leadership and coordination for clinic and UW Medicine Contact Center process improvements to support patient access. This includes the development and optimization of clinic scheduling requirements, via service manual or EPIC decision trees. The Patient Access Liaison will field requests for changes and evaluate their feasibility in support of broader patient access goals and standards.
Competitive candidates will bring the ability to make significant decisions of authority and to play a key role in the analysis, design, implementation, facilitation and improvement of operations, systems and processes by applying standard project management practices, lean principles and other process improvement techniques. The Patient Access Liaison will also be accountable for developing reporting dashboards to evaluate service line performance against Access goals, and proactively identify opportunities and work plans to address performance gaps. This role reports to the Manager of Strategic Access Improvement on the UW Medicine Enterprise Access and Innovation team.
Planning, Analysis, & Stakeholder Communication
Best Practices & Reporting
Bachelor's degree in Business Administration, Healthcare Administration or related field.
At least four to five years of experience working in customer service focused organization, either customer-facing or support-capacity.
Experience using project management tools and reports to improve performance.
Experience using data to drive decisions and tradeoffs.
Demonstrated ability to efficiently and effectively act on project timelines and deliverables.
Exceptional verbal and written communication skills including negotiation and collaboration with positive results.
Experience overcoming barriers in the best interest of the patient or customer.
Strong negotiation skills, ability to articulate priorities, risks, and tradeoffs in effort to achieve optimal solutions.
Ability to problem-solve while maintaining positive relationships with internal and external customers.
Must be able to work under pressure, multiple deadlines, and in a fast-paced environment.
An equivalent combination of education and experience may substitute for stated requirements.
SharePoint build/maintenance experience.
Epic Cadence/Prelude experience.
Epic inbasket, staff messaging, and telephone encounter experience.
Experience with patient scheduling, registration, referrals, messaging, and provider templating.
Process improvement experience, preferably within a health care or contact/call center environment.
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.