The mission of University of Washington Medicine 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. UW Medicine owns or operates the following: Harborview Medical Center, Valley Medical Center, UW Medical Center – Montlake, UW Medical Center - Northwest, a network of UW Medicine Neighborhood Clinics that provide primary care, UW Physicians, UW School of Medicine, Airlift Northwest, and other owned, operated, or affiliated entities as appropriate. In addition, UW Medicine shares in the ownership and governance of Children’s University Medical Group and Seattle Cancer Care Alliance. The UW Medicine Contact Center is a fast-paced environment where customer service, patient care, and accuracy are the highest priorities at all times.
The UW Medicine Contact Center is a fast-paced environment where customer service, patient care and accuracy are the highest priorities at all times. The Contact Center has an outstanding opportunity for a Fixed-Duration Data Entry Specialist (Full-Time, Day Shifts) with the Data Entry Team. This position is expected to last approximately 6 to 12 months.
The mission of the Data Entry team is to improve the referral and appointment process within the UW Medicine Health System. The Data Entry Specialist will provide centralized support in the Contact Center by independently entering referrals into Epic software, verifying payers and plans prior to patient appointments through electronic eligibility verification and online third party support systems, and maintaining patient demographics from patient documentation to support integrity of the medical record. Complete and maintain service level agreement standards through assisting team with hundreds of referrals on daily basis ensuring patients can access our clinics in a timely fashion, review the coverage status of patients prior to day of service through electronic eligibility verification, and the retrieval of documentation of faxes for updating patient records in Epic.
RESPONSIBILITIES: • Enter 50+ referrals and update patient medical record information into Epic software • Verify payer & plans prior to patient appointments through electronic eligibility verification and online third party support systems • Maintain patient demographic information to support integrity of the medical record • Serve as an liaison between clinics and Contact Center for insurance, registration, and financial counseling with reference to referrals • Work with referral team to ensure all referrals sent to Contact Center are entered within 24 hour period • Ensure all updates are complete within Epic, including identity changes once legal documentation has been provided • Resolves patient requests in one contact or successfully manages prolonged or complex issues, with high attention to managing the customer experience and emotion via inbound and outbound calls. • Coordinates incoming referrals to ensure all referrals are entered into the referral module in the Epic System including prior authorizations numbers when needed. • Assists with coordination of referral management with clinic staff and providers to ensure optimal access to specialty care. • Coordinates with Financial Service Counselors to ensure applications for coverage are initiated prior to appointment. • Completes and enters the Medicare as Secondary Payer online form accurately for all Medicare accounts, and initiates the Advanced Beneficiary Notice as appropriate. • Coordinates with Interpreter Services as indicated. • Demonstrates in depth knowledge of UW Medicine’s mission, vision and service offerings. • Adheres to contact center processes and workflow with an attention to continuous quality improvement. • Meets or exceeds contact center performance standards and measures with a focus on quality, accuracy and timeliness. Reaches and maintains incremental productivity levels within predetermined time frames (i.e. six, nine and twelve months). • Complies with the UW Medicine risk management, compliance, and information security program requirements, including accurate and timely reporting of all adverse incidents as described in the related policies. • Observes principles of data security and patient confidentiality. Maintain ethical standards in the performance of duties and in interactions with patients, coworkers and health care professionals. • Demonstrates professional demeanor in appearance and behavior in all work-related interactions. • Participates and completes the required training program including annual Safety training and all required HIPAA and Compliance training. • Participates in ongoing technical, customer service, and other training to continually improve skills and stay current with changes in operations.
This position is within a call center environment and will require the handling of inbound and outbound calls.
MINIMUM REQUIREMENTS: High School/GED AND one year of office clerical support experience OR equivalent education/experience
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.