Patient Services Specialist, Full-Time Days

A higher degree of healthcare.

Across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored.

The UWMC Ambulatory Float Pool has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full Time, Day Shifts) . The Patient Services Specialist (PSS) demonstrates service excellence standards in independently performing patient reception, check-in and discharge activities, scheduling patient appointments, coordinating care with other services, providing initial triage and coordinating patient referral processes, coordinating medical records, collecting time-of-service payments and performing other necessary activities to maintain clinic operations. Duties include:

Reception Activities:

• 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

• May accept and process patient payments (co-pays, deposits, etc.)

Appointment Scheduling:

• 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

Telephone Support:

• Answer the telephone in a professional, courteous, and efficient manner according to UWMC telephone service standards; directs calls as appropriate

• Using clinic guidelines, gather information regarding the nature of the patient concern

• Triage calls to appropriate staff, obtain necessary information for the return call, initiate emergency procedure when necessary, and 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, etc.

Referral Coordination:

• 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

• Assemble and maintain satellite medical records according to clinic specific procedures

Billing Activities:

• Initiate fee sheet upon patient arrival to clinic

• Track fee sheet according to clinic guidelines to ensure all services are billed

• Audit fee sheets for completeness and accuracy and process and submit 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

Provider Schedule Maintenance:

• Assists in the preparation and maintenance of provider and clinic schedules.

General Duties:

• 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)

• Respond to facility and environmental emergencies according to established procedures.

• Inventory and order office supplies and forms

• Sort and distribute faxes and mail daily

• 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

Requirements:

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.