University Of Washington Seattle , WA 98113
Posted 2 weeks ago
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 2020-2021 "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 UW's School of Medicine.
The UWMC Radiology-Support Services has an outstanding opportunity for a Patient Services Specialist Supervisor (Full-Time, Day Shifts, Remote work). This role is responsible for supervising schedulers and/or other assigned staff, directing and performing scheduling functions for Radiology. The Supervisor ensures the successful daily operations of the scheduling department within the guidelines set by UWMC Radiology, UWMC, and UW Medicine.
This position has no face-to-face contact with patients and is 100% on the phone. The position is based out of the UW Tower with teleworking benefits.
PRIMARY JOB RESPONSIBILITIES
Administrative Assistance:
Assist departmental Administration
Ensure successful daily operations of the scheduling department
Maintain clear and organized records
Assist with budget preparation and monitoring
Staff Management:
Interview and recommend applicants for hire
Plan, develop, and conduct training programs
Update and enhance training and onboarding materials
Assign work schedules and break times
Manage timecards, approve leave requests
Conduct annual performance evaluations
Recommend and implement corrective actions
Foster a collaborative and supportive team environment
Policy and Procedure Management:
Prepare, maintain, and update policies and procedures
Serve as a reference point for staff on policy adherence
Implement and monitor compliance with all policies
Service Excellence:
Model and deliver exceptional service excellence to patients
Use patient satisfaction data to identify areas for improvement
Demonstrate effective teamwork towards common goals
Employer of Choice Initiatives:
Follow structured hiring process, including peer interviews
Maintain a work environment of trust, honesty, and respect
Engage in active listening and effective problem-solving
Conduct regular staff rounding and recognize exemplary performance
Fiscal Responsibility
Utilize staffing plans based on patient demand and workload
Operate the department within the approved budget
Identify and implement cost-saving opportunities
Leadership and Supervisory Duties:
Develop and implement performance standards and expectations
Address and resolve daily operational issues
Facilitate monthly staff rounding and annual competencies
Proactively identify and address potential issues
Communicate effectively with staff, administration, and faculty
Create an environment of accountability and timely task completion
Conduct regular staff meetings to share and address key issue
Telephone Computer Equipment Usage:
Maintain a well-modulated tone of voice
Use professional phone manners and call management techniques
Understand the basics of the Avaya Contact Center phone system
Measure and improve call quality using Primas and Verint applications
Maintain teleworking computer equipment and systems
Ensure proper setup and functionality of remote workstations
Troubleshoot and resolve technical issues as they arise
Coordinate with IT for equipment maintenance and updates
EPIC Proficiency:
Schedule, reschedule, edit, and cancel exams
Complete registrations, update insurance coverage, and demographics
Use EPIC for viewing schedules, managing orders, and generating reports
Utilize EPIC messaging, documentation, appointment requests, and referrals
Complete the Medicare Questionnaire and order recovery beds
Locate patient records using E-Care Everywhere
General Tasks:
Demonstrate proficiency in Kronos
Operate fax machines, RightFax, Express scan, and Onbase
Use e-mail, Outlook, and other MS Products
Review provider schedules in QGenda
Complete registration and authorization tasks (EEV and eMPA)
Use Verint for call quality review
Monitor order queues and manage fax documents
Follow-up with clinics, patients, and radiology staff
Understand radiology exams and safety requirements
Complete tasks in a timely manner
Understand the scheduling Insurance Matrix
Coordinate exams across multiple modalities
Act as support for the modality
Address Safety Net incident reporting
Disseminate information and changes to the scheduling team
Handle advanced problem solving
Use PUMA for requesting Epic provider updates
Act as back-up to the Leads and Supervisors as needed
REQUIREMENTS
Bachelor's Degree in a medically related or public relations field
Four years of experience as a Patient Services Specialist OR High School graduation or equivalent and four years of experience as a Patient Services Specialist and a UW Supervisory Skill Certificate OR equivalent education/experience
University Of Washington