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.At the UW Medicine Eye Institute at Harborview, our mission dovetails with our passion: to improve patients' vision. We are exceptionally well-equipped for this mission, because our doctors are also our researchers — and research leads to great patient care.The UW Medicine Eye Institute has an outstanding opportunity for a FULL-TIME PATIENT SERVICES SPECIALIST LEAD (Day Shifts). Under general supervision of the Patient Care Coordinator Supervisor, the Patient Service Specialist Lead performs specific leadership functions related to coordination of clerical and support activities for Patient Service Specialist as delegated by and in collaboration with the Supervisor. The PSS Leads participates in department and selected departmental activities to promote effective problem solving and communication. The PSS Leads serves as a role model and provides guidance to other PSS staff, including participation in hiring, orientation, and evaluation of performance. The PSS Lead coordinates the clerical and support activities for patient check in/check out, appointment making , answering the telephones, response to telephone encounters and emailed appointment requests in the Eye Institute.Standards of Performance
Prioritize duties to maintain patient flow, smooth department operations, and customer satisfaction.
Assign, train and represent supervisor in his/her absence.
Is a Role Model for UW Medicine Service Culture Guidelines.
Maintain confidentiality of written and verbal patient information according to policy.
Maintain systems and supplies that promote department efficiency.
Perform the work of Patient Services Specialist 1, 2 and 3.
Resolve problems that arise daily within the clinic during assigned shift.
Identify own learning needs and seeks directions for growth.Clinic Coordination/Professional Accountability
Check-in patients by verifying demographic and financial information entering this information into Epic.
Obtain specific financial information such as copies of insurance cards and verifies Medicaid coverage using on-line systems.
Obtain the necessary signatures for consent for treatment, financial agreements and privacy information according to HIPAA regulations.
Meet attendance standards
Consistently complete time sheet requirements.
Consistently wear badge as per hospital policy
Be responsible for remaining current with information disseminated through email, voicemail, memos and posted notices.Leadership Role
Interview and assists in selection of new staff.
Orient and trains new staff.
Assign the PSS daily work schedule as appropriate and makes necessary adjustments when unexpected absences arise, including in off site clinic locations (Retina Center, Eyes on James, 4WC)
Perform extra duties in Supervisor's absence.
Direct staff to appropriate resources, processes/ forms, etc.
Take appropriate measures to resolve problems independently.
Use good judgment in referring issues to the appropriate person/department.
Has earned the confidence of peers in ability and judgment.
Assure appropriate check in/check our processes are taking place with PSS group.Accountability
Know and follow correct procedures to initiate emergency response.
Know current location and use of emergency equipment, such as, but not limited to, fire alarms, fire extinguishers, and emergency exits.
Participate in emergency scenarios (e.g. fire drills, mock codes, disaster drills).
Demonstrate flexibility in response to unexpected changes and emergencies on the department.
Stay informed of and contribute to department quality assessment and improvement projects.
Comply with JCAHO and other regulatory requirements.
Participate in Quality Assurance/ Quality Improvement activities of the department through participation in committees, implementation of process improvement initiatives, and contribution of suggestions for improvements.
Respond positively when learning needs are identified and accepts responsibility for seeking education.
Attend and participate in department meetings, committees and/or projects; read minutes if unable to attend.Standards of Daily Practice
Communicate messages promptly. Communicate other departments' messages immediately.
Respond to telephone or email customer inquiries within 1 business day.
Maintain calm and courteous composure.
Maintain a well-organized and clutter-free desk area.
Receive and greet customers of the department.
Participate in department meetings as appropriate..
Is responsive and follows through with delegated tasks.
Utilize supplies and equipment in a cost-effective manner.
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.