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 Mental Health and Addictions Clinic has an outstanding opportunity for a Patient Service Specialist 1-Trainee or PSS 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. They receive patients and their families to the clinic and facilitate contact between the patient/family and appropriate discipline. They participate in clinic and selected divisional activities to promote effective problem solving and communication.
Duties & Responsibilities:
• Employ excellent customer service skills.
• Ensure smooth patient flow.
• Review clinic schedule daily.
• Obtain patient demographic information and insurance information.
• Provide general patient services.
• Respond to patients' needs and concerns as appropriate. Investigate complaints and work with office manager to find solutions.
• May accept and process patient payments.
• Schedule appointments consistent with patient needs and clinic scheduling guidelines.
• Assemble and send appointment and other information.
• Maintain current and accurate system by entering canceled and rescheduled appointments.
• Coordinate and schedule ancillary appointments and consult appointments.
• Answer the telephone in a professional, courteous, and efficient manner according to UW Medicine telephone service standards; direct calls as appropriate.
• Using clinic guidelines, gather information on the telephone re: the nature of the patient concern. Triage calls to appropriate staff; obtain necessary information for the return call; initiate emergency procedure when necessary, use appropriate documentation tools.
• Communicate information on medical center programs to patients, referral agencies, University departments, physicians and the community.
• Communicate basic information to patients such as insurance, parking, driving directions.
• Manage referral queue.
• Obtain necessary insurance plan information.
• Maintain ongoing documentation and track authorized referrals.
• Ensure that all referrals are properly linked to appointments.
Medical Record Activities:
• Review daily schedules to identify required medical record requests.
• Order, coordinate, and distribute medical records as needed.
• Prepare medical record according to clinic-specific procedures for patient visit.
• Initiate fee sheet upon patient arrival to clinic.
• Track fee sheet according to clinic guidelines to ensure that all services are billed.
• Review fee sheets for completeness and accuracy and process and submits to appropriate charge coordinator daily according to clinic guidelines.
• Review, correct and resubmit charge documents on a daily basis as necessary according to clinic guidelines.
• Assist in orientating and training new staff.
• Review email daily to stay current with clinic communication.
• Maintain the physical environment for safety of staff and patients and for aesthetic presentation of the area (for example, organizing the waiting room furniture and magazine area.)
• Inventory and order office supplies and forms.
• Sort and distribute faxes and mail on a daily basis.
• Ensure daily functioning of office equipment.
• Utilize on-line resources as required according to clinic practice and within University guidelines.
• Perform 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.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or firstname.lastname@example.org.
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