1+ months

PATIENT SERVICES SPECIALIST SUPERVISOR

University of Washington
Seattle, WA 98104

PATIENT SERVICES SPECIALIST SUPERVISOR

Req #: 172866
Department: UWMC - MONTLAKE - RADIOLOGY SUPPORT SERVICES
Job Location: UW Medical Center - Montlake
Posting Date: 10/18/2019 
Closing Info: Open Until Filled 
Salary: $3,746.00 to $5,035.00 per month 
Union Position: Yes
Shift: First Shift 

Join our award-winning team at University of Washington Medical Center (UWMC). Among the top medical centers in the United States, and ranked as the number 1 hospital in Washington State, as rated by U.S. News & World Report 2019-2020 "America's Best Hospitals", UWMC prides itself on compassionate patient care as well as its pioneering medical advances. UWMC is operated by the University of Washington (UW) and serves as a training site for UWs School of Medicine.

The University of Washington is proud to be one of the nations 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.

UWMC Radiology-Support Services has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Day Shifts) . With delegated authority, the PSS Supervisor is responsible for supervising the schedulers and/or other assigned staff and directing and performing scheduling functions for Radiology. This position has no face-to-face contact with patients and is 100% on the phone. The position is located at the UW Tower.

Position Duties:
Act as assistant to departmental Administration.
Responsible for successful daily operations of the scheduling department within the guidelines set by UWMC Radiology, UWMC and UW Medicine.
Interview and recommend selection of applicants for hire.
Plan and conduct training, develop/update training and on-boarding materials.
Assign schedules for work and breaks based on the needs of our patients and volumes; act upon leave requests.
Conduct annual performance evaluations and recommend corrective action as necessary.
Prepare, maintain, and update policies and procedures to ensure accuracy and reference tools for staff.
Demonstrate service excellence standard, monitor staff for those standards and provide corrective instruction and/or personnel actions.
Responsible for assuring that all schedulers reporting to this position are capable of competently performing all aspects of scheduling and referral activities.
Act as a resource and role model for the schedulers and helps assure their development.

Serving Patients & Family:
Show commitment to model and deliver exceptional service excellence to every patient, every time.
Request help or assistance, as appropriate, to ensure the highest degree of patient care, safety and service.
Use the Patient Satisfaction data to evaluate patient needs and opportunities
Demonstrate effective teamwork by understanding the work of unit and department, and work together efficiently and effectively toward a common goal of patient and family service excellence.

Quality:
Use the available business systems (RIS, PACS, etc) to measure quality and set goals for departmental quality improvement and safety.

Employer of Choice:
Follow hiring process guidelines to include peer interviews, on boarding process and 30/60/90 day post hire interviews.
Establish and maintain an atmosphere of trust, honesty and respect for fellow staff by demonstrating active listening skills and effective problem solving techniques. Listen with an open-mind and respond respectfully to staff questions, concerns or issues. Respond quickly where possible to clear requests and follow-up while maintaining strict confidentiality.
Complete staff rounding and recognizes & reward great team work and individual performance.

Fiscal Responsibility:
Use staff efficiently (staffing plans) supported by data on patient demand and work load. Use good judgment and proactive planning to minimize overtime.
Responsible for the operation of the department within the approved budget.
Look for ways to improve efficiency, add value to our patients and systems. Carefully monitor and control costs where possible.
Complete responsibilities within designated or scheduled timeframes

Leadership/Supervisory:
Interview and recommend the selection of candidates.
Develop and implement standards of performance, expectations and assignments.
Solve daily issues such as equipment problems, staff assignments, and physician/ staff questions or concerns.
Conduct and track monthly staff rounding.
Complete annual competencies as due.
Regularly assign, instruct and check the work of scheduling and support staff.
Be proactive with staff, look for issues and potential problems.  Engage the appropriate staff coaching and Corrective Action process.
Demonstrate good communication skills between staff, administration, and faculty. Constructively surface and deal with conflict in respectful and productive ways, clearly articulating feelings, needs, wants, goals and problems that relate to performance and productivity.  Use active listening and being fully engaged in the conversation so that issues are understood prior to taking action.
Create an environment of staff accountability where staff consistently complete assigned task on time, taking responsibility to keep patients and families informed and work to minimize delays in processes, exam schedule, procedures and service delivery.
Conduct regular staff meetings.  Use this time to share, listen and identify key issues for staff.  Track these issues and provide feedback whenever possible.
Perform all duties of staff.

Telephone Usage:
Has a well-modulated tone of voice.
Use appropriate cadence and verbiage for each client.
Use professional phone manners.
Use appropriate call management, i.e., the ability to control the direction and timing of the call
Be able to transfer calls and make conference calls
Understand the basics of the phone system (Avaya Contact Center)

Centricity RIS:
Demonstrate proficiency in the following:
Scheduling, rescheduling, editing and canceling exams
The Order Queue
Document Management
The Audit Button
Resending a report
Routing
Making notes on requisitions in Document Management
Research studies
Using the Protocol Worklist if appropriate for the modality
Using a Scheduled Exam Worklist if appropriate for the modality
Reviewing their share of requisitions in Document Management for correct name, MRN and modality routing

EPIC:
Demonstrate proficiency in the following:    
Scheduling, rescheduling, editing and canceling exams
Attaching Insurance to an exam
Using View and Edit Demographics
View Schedule
Department Appointments
Message Notation
Completing a referral if appropriate for the modality
Completing a Pre Admissions if appropriate for the modality
Completing the Medicare Questionnaire if appropriate for the patient and modality
Ordering a 4S bed if appropriate for the modality
Locating an EPICcare order using the Patient Care tab

General Tasks:
Demonstrate proficiency in the following areas:
Kronos
Mindscape
Orca
Fax machine
E-mail
Amion if appropriate for the modality
The Pricing Master to give pricing estimates as needed
Keep track of their share of the Order Queue and Document Management so patients are called for appointments in a timely manner
Appropriately follow-up with clinics, patients and radiology staff
Demonstrate knowledge of radiology exams and the safety requirement and preps for the modality
Complete all tasks in a timely manner
Use PHS, if appropriate, for the modality
Use Andrewsoft, if appropriate, for the modality
Have a good understanding of the Insurance Matrix if appropriate for the modality
Coordinate exams across multiple modalities
Act as support for the modality
Disseminate information and changes to the Scheduling Team as appropriate
Handle advance problem solving
Use the NPI website for obtaining provider NPI information
Use PUMA for obtaining provider information
Act as back up to the Supervisor as needed
REQUIREMENTS:
Bachelors Degree in a medically related or public relations field AND Four years of experience as a Patient Services Specialist OR High School graduation or equivalent and four years experience as a Patient Services Specialist and a UW Supervisory Skill Certificate; OR equivalent education/experience.

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 equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.


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Posted: 2019-12-05 Expires: 2020-02-01

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PATIENT SERVICES SPECIALIST SUPERVISOR

University of Washington
Seattle, WA 98104
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