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 Family Medicine Clinic has an outstanding opportunity for a Program Coordinator (Full-Time, Day Shifts). The Family Medicine Clinic Program Coordinator (PC) ensures the continuum of care of our patient population from entry to exit, and serves as the primary point person for our complex patient population. He/she is responsible for the clinic's high-risk population management, and day-to-day complex scheduling processes which include diagnostic and procedural appointments, managing and tracking internal and external referrals, submitting the clinic's insurance authorizations and facilitating transportation needs for those needing assistance. Additionally, the PC is responsible for orienting all new clients to the Family Medicine Clinic, ensuring that the clinic facilitates the delivery of optimal patient care without barriers. The position works within the Family Medicine Clinic as well as with the Clinic Manager and Medical Directors to coordinate patient's entry into and through the health care system and reports to the Business Operations Supervisor.RESPONSIBILITIES: Patient Care Delivery/Clinic Coordination
Act as a primary liaison for the patient with hospital, referring provider, insurance carrier, and outside agencies and staff from other health providers to coordinate activities involved in patient's health care needs
Be responsible for the continuum of care of our high risk patient population which involves maintaining an organized method for tracking patient care along continuum
Meet with patient and patient's family in-clinic to assist with medical referral navigation or any insurance/coverage concerns and paperwork/form completion needs
Schedule urgent and complex appointments, diagnostic procedures and processes authorizations and DME requests
Manage, track and process external specialty referrals and ensure patients are connected to internal/external Specialty Clinics
Maintain referral guidelines and referral resources and assist providers with complex coordination of care - internal and/or external Specialty clinics.
Arrange transportation including routine Hopelink scheduling – proactively ensuring transportation – for external medical referrals and/or return to clinic
Weekly review of next day/week's appointments for appointing accuracy (Hopelink arranged; high risk infants scheduled with all providers needed; siblings scheduled together)
Maintain and manage provider panels and PCP assignments
Coordinate with UW Nursery, residents and parents to schedule timely newborn (first) appointment
Assist providers w/urgent problems with patients and complex scheduling needs
Assist clients with insurance and authorization issues/questions, DME and PT orders
Scan incoming medical records into electronic medical chart
Triage patient phone calls according to severity of need; follow through and resolve patient requests in a timely manner Managed Care and Health Coverage Resource
Have the ability to serve as a managed care resource person for providers, staff and patients.
Assist patients in filling out appropriate paper work or calling managed care plans directly to change PCP and/or Plan selection
Access DSHS computerized system to determine enrollment
Educate patients about managed care plans and their policies
Understand different managed care plans/policies
Works with Office of Managed Care, Health Coverage Services, Clinic Registration and Patient Financial Services to coordinate efficient health coverage for patients.
Participate in clinic-specific and departmental efforts to improve health coverage process for HMC patients. Front Desk Knowledge
Understand the tasks and responsibilities of the PSS
Be able to assist and be a backup for all front desk duties
Act as a resource to front desk staff PC Knowledge
Explain to patients when and where the appointments are and what preparation procedure they need to follow as necessary
Schedule complex and urgent appointments and facilitate various paperwork and medical records
Schedule various procedures
Follow-up on patients' failed referral appointments
Schedule specialty appointment for patients who cannot schedule their appointment
Schedule travel vaccinations
Work with RN's, MA's, CCM's and various interpreters to ensure that patients receive their appointment information
Ensure collection of all necessary information in advance of an incoming referral, including health coverage status and any clinical records.
Coordinate delivery of feedback to referring providers after visit/consult. Clinic Development/Team Building
Work as a member of the clinic team and promote a positive work environment and image of the clinic.
Attend and participate in clinic meetings
Participate on clinic committees
Maintain courteous, respectful relationships with co-workers; refrain from talking negatively about co-workers or others but when necessary communicate constructive feedback
Use all available tools for communication, including checking e-mail multiple times throughout the day.
Assist with coverage of the front desk. PSS duties as needed for lunch breaks and/or emergency short staffing situations
Collect and maintain data as requested for QA or process improvement efforts. Patient Advocacy
Recognize the uniqueness of each patient and treat all patients with respect and act as a patient advocate.
Interact courteously with patients and families
Protect patient confidentiality; keep paper and computerized medical records secure at all times; follow all HIPAA guidelines.
Ensure the availability of interpreters for non or limited English speaking patients Professional Accountability
Be accountable for understanding HMC, AACS and clinic policies and procedures.
Seek out continuing education appropriate for the job
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.