Patient services Specialist Supervisor (full-time Days)

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