A higher degree of healthcare.

All 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.

UW Medicine’s mission is to improve the health of the public by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals.

Become part of our team, and join our mission to make life healthier for everyone in our community.

UW Medical Center's Admitting Department has an outstanding opportunity for a Patient Services Specialist Lead (Full-Time, Days).  Under general direction of the Supervisor, the UWMC Admitting Department PSS Lead is responsible for the direction, orientation and training of the Patient Services Specialists (PSS). UWMC Admitting is a fast-paced and high-volume environment that requires a strong emphasis on accuracy, collaboration, teamwork, and problem-solving abilities.

The PSS Lead will perform reception and discharge activities; schedule appointments; coordinate ancillary appointments; check in patients; provide initial triage; coordinate referral process; coordinate medical records; verify and update registration information; collect time-of-service payments; and perform other necessary activities to maintain clinic operations. They will regularly assign, instruct, and audit the work of the PSS staff and provide feedback to the Supervisor.

The PSS Lead will be responsible for the patient flow at the front desk, and provide patient-focused care through use of customer service strategies.

Additional Duties:
• Ensure efficient front desk operations by monitoring front desk activities and directing patient flow.
• Assign, instruct, and check the work of others and provide feedback to the supervisor and manager on the selection and evaluation of staff.
• Efficiently direct and schedule PSS staff according to department needs and communicate to the supervisor.
• In conjunction with supervisor, develop and implement standards of performance, expectations, and task delineations for PSS staff.
• Professionally act as a resource person and role model to PSS staff.
• Provide constructive feedback to supervisor regarding job performance of PSS staff on a continual basis and for employee performance evaluations and training plans.
• Effectively evaluate and actively problem-solve presenting situations and use these as educational opportunities for PSS staff.
• Continually review departmental policies and procedures to suggest updates, operational changes and/or process improvements.
• Assist with interviews; train and orient new employees and/or volunteers.
• Professionally respond to patient questions.   
• HIPAA and privacy compliance: Demonstrate knowledge and understanding of and maintain complete confidentiality of employee information and medical center strategic plans and initiatives, financial information, or other sensitive materials and information in printed, electronic, or verbal form, which may jeopardize employee rights or medical center operations. Access and use the minimum necessary employee and medical center information and only to perform job responsibilities and duties.
• Other duties as assigned. 

Requirements:
High School graduation or equivalent AND Three years of Patient Support Service experience