University of Washington Jobs

Req #: 235165

Department: UW Medical Center UW Radiology Support

Job Location Detail: UW Tower & Remote Position

Posting Date: 06/11/2024

Closing Info: Open Continuous

Salary: $4439 - $6349 per month

Shift: First Shift

Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-classified-staff-20210208.pdf)

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 is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.