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 Harborview Medical Center's Emergency Department has an outstanding opportunity for a Patient Services Specialist Lead (Full-Time, Days). The Patient Services Specialist Lead (PSS-Lead) will under general supervision of the Emergency Department Supervisor or designee, 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. Receives visitors to the department and facilitates contact between the patient/family and health care staff. Participates in department and selected departmental activities to promote effective problem solving and communication. Serves as a role model and provides guidance to other PSS staff, including participation in hiring, orientation, and evaluation of performance
Under general supervision, the primary responsibilities of the Patient Services Specialist Lead (PSS-Lead) include:
STANDRADS OF PERFORMANCE: • Prioritizes duties to maintain patient safety, smooth department operations, and customer satisfaction. • Demonstrates proficiency in use of communication devices in the department. • Communicates in a confident friendly manner that conveys a positive image. • Identifies self and department when answering the phone • Consistently interacts courteously. • Demonstrates respect for patient’s values, lifestyle, spiritual needs and/or cultural diversity in all interactions. • Maintains confidentiality of written and verbal patient information according to policy. • Maintains systems and supplies that promote department efficiency. • Understands and follows departmental policies and procedures. • Understands and utilizes medical terminology and knowledge of reference resources. • Identifies own learning needs and seeks directions for growth.
DEPARTMENT COORDINATION: • Registers patients by obtaining and verifying demographic and financial information through interviews with patients, family members, friends or other health care providers, and entering this information into the on-line registration system. • Appropriately performs telephone assessment and triage of patient problems. • Determines financial sponsorship for all registrations and assigns correct account type and payor plan. • Obtains specific financial information such as copies of insurance cards and verifies Medicaid coverage using on-line systems. • Obtains the necessary signatures for consent for treatment, financial agreements and privacy information according to HIPAA regulations. • Assigns patient’s hospital number and initiates medical record as necessary. • Participates in valuables transfers as assigned. • Checks on-line systems for patient location as appropriate. • Facilitates customer care through the initiation and coordination of insurance, faxes and transfers. • Facilitates contact between patient/family and appropriate staff. • Provides information to patients and visitors as appropriate. • Assists patients in completing various documents, e.g. Labor and Industry and Crime Victim applications. • Maintains departmental statistics as requested. • Using the Epic systems, checks for future/past appointments and PCP information. • Obtains interpreters for patients as appropriate. • May facilitate patient discharge by arranging follow-up appointments. • Reports previous shift activities and remaining tasks to oncoming PSSL. • Assists and directs patients, families and unfamiliar staff to appropriate medical center services. • Follows appropriate channels to resolve patient/family concerns.
LEADERSHIP ROLE: • Interviews and assists in selection of new staff. • Orients and trains new staff. • Performs departmental quality control to include Q.A. of PSS registrations and completion of monthly billing process. • Assigns the PSS daily work schedule as appropriate and makes necessary adjustments. • May perform billing/data entry. • Completes labor and industry/self-insured claim forms and follow-up paperwork. • Performs extra duties in Supervisor’s absence. • Orders supplies. • Processes requisitions and orders in a timely manner. • Directs staff to appropriate resources, forms, etc. • Takes appropriate measures to resolve problems independently. • Uses good judgment in referring issues to the appropriate person/department. • Has earned the confidence of peers in ability and judgment
ACCOUNTABILITY: • Follows Integrity, Compliance, Professionalism guidelines. • Demonstrates awareness of and functions within safety, infection control, emergency and equipment guidelines. • Maintains a safe environment and identifies and reports all unsafe situations including environmental hazards (electrical, chemical, other); uses Body Substance Isolation and follows OSHA standards. • Knows and follows correct procedures to initiate appropriate codes. • Knows current location and use of emergency equipment, such as, but not limited to, fire alarms, fire extinguishers, and emergency exits. • Remains calm, accurately identifies emergency situations, and offers assistance when emergency arises. • Understands and follows departmental procedures for emergencies and disasters. • Participates in emergency scenarios (e.g. fire drills, mock codes, disaster drills). • Demonstrates flexibility in response to unexpected changes and emergencies on the department. • Maintains and improves knowledge and skills related to medical terminology, policies and procedures, Medical Center services, and use of equipment within the department. • Stays informed of and contributes to department quality assessment and improvement projects. • Complies with JCAHO and other regulatory requirements. • Participates in Quality Assurance/ Quality Improvement activities of the department through participation in committees, implementation of process improvement initiatives, and contribution of suggestions for improvements. • Responds positively when learning needs are identified and accepts responsibility for seeking education. • Attends and participates in department meetings, committees and/or projects; reads minutes if unable to attend. • Meets attendance standard. • Understands and follows department procedures regarding sick policy.
STANDARDS OF DAILY PRACTICE: • Communicates messages promptly. Communicates other departments’ messages immediately. • Responds to telephone or email customer inquiries within 1 business day. • Coordinates communication flow within the department from both internal and external customers. • Maintains calm and courteous composure. • Maintains a well-organized and clutter-free desk area. • Receives and greets customers of the department. • Follows departmental policy regarding appropriate dress and appearance. • Demonstrates and promotes an atmosphere and attitude of respect for human dignity and uniqueness of each person. • Develops and maintains effective relationships with clients and professional and support staff. • Develops and maintains good working relationships within the department. • Develops and maintains good working relationships with staff in other HMC departments and outside agencies. • Participates in department meetings as appropriate. • Prioritizes appropriately. • Is responsive and follows through with delegated tasks. • Utilizes supplies and equipment in a cost-effective manner. • Protects patient confidentiality. • Performs other duties as assigned.
PROFESSIONAL DEVELOPMENT/SKILLS: • Demonstrate responsibility for own professional growth through pursuit of work-related experiences and education opportunities. • Respond positively when learning needs are identified and accept responsibility for seeking education. • Attend and participate in professional development opportunities (in-service) and continuing education programs that directly affect practice and improve unit operations. • Maintain and enhance computer skills to provide accurate and timely workflow
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.