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.  UW Medicine owns or operates Harborview Medical Center, Northwest Hospital & Medical Center, Valley Medical Center, and UW Medical Center, 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 a partnership among UW Medicine, Fred Hutchinson Cancer Research, and Seattle Children’s.

This UW Medicine Patient Services Specialist Temporary/Nonpermanent position will be located at Harborview Medical Center (HMC) in the UWM ED Registration Department. Three positions are available. This position will be assigned to various shifts to provide coverage based on operational needs and when appropriate to cover staffing shortages. The days/shifts this position may cover will vary and may include weekends. Current hours this position may be scheduled to work are 0700-1900 or 1900-0700.

The Patient Services Specialist Temp (PSS) will be under general supervision of the Emergency Department Supervisor or designee. The Patient Service Specialist (PSS) has primary responsibility for coordinating all operational patient support functions in a fast-paced Emergency Department. The Patient Service Specialist will perform patient registrations, completions of patient pre-registration, First Net, front emergency room registration, back emergency room registration, and bedside registration.

The HMC ED Registration PSS serves as the primary resource for directing patient flow into Harborview Medical Center through the Emergency Department. The PSS is required to be able to function effectively and independently in all areas of the Emergency Department, and will rotate between the front registration, back registration, and pre-registration areas. The primary purpose includes, but is not limited to, interacting with patients, families, and nursing and medical staff to ensure that patients are identified correctly registered and room accurately as they enter the medical center. The focus is to ensure that the correct corresponding demographic, financial information and appropriate signed financial agreements and consents for treatment are obtained. Verify insurance coverage; verify third party payers; coordinating patient care with other departments and outside hospitals and referring patients to Financial Counseling as necessary.

Under general supervision, the responsibilities of the Patient Services Specialist include:

Pre-register and check in patients at upon arrival in the electronic system.
Find and enter new patients in the electronic system.
Verify insurance coverage, verify third-party payers.
Coordinate patient care with other departments and outside hospitals, and refer patients to Financial Counseling as needed.
Obtain the necessary signatures for consent for treatment, financial agreement, and privacy information according to HIPAA regulations.
Use the Epic systems, check for future/past appointments and PCP information.
Check patients’ identification and scan insurance information into the electronic system.
Register patient in the back emergency room while working with Medics, Air Lift Northwest, American Medical Response, and nursing staff in a fast-paced environment.
Register patients in the front emergency room, collect and/or update demographic and financial information, and enter information into electronic systems.
Bedside registration in front emergency room. Check patients' ID after pre-registration. Verify arm band date of birth. Walk patient to room directed by triage nurse. Confirm demographics and finish registration.
Room patients in First Net after completion from nursing staff.
Evaluate patient financial status to verify eligibility for third-party payers; assign appropriate payer plans; maintain confidentiality of patient information.
Complete and enter Medicare as Secondary Payer online.
Advise patients regarding charity care screening process and coordinate patient funding needs with Financial Service counselors. Understand concepts of out-patient and in-patient Financial Services.
Provide information of general and specific nature about the medical center to patients and visitors, including directions, services, facilities, and parking.
Must be able to register patients professionally with doctors and nurses in all areas of the Emergency Department.
Schedule and/or submit request for interpreters for patients.
Scheduling appointments; arrange after-care follow-up appointment accurately while working closely with doctors, physician assistants, and nursing staff
Access computer systems in order to obtain patient data and to perform clerical functions.
Recognize priority information and duties; respond appropriately and maintain patient safety and smooth unit operations.
Demonstrate proficiency in the use of communication devices on the unit (telephone, fax, email, etc.). Continually identify department when answering the telephone, speaks in a confident, friendly manner that conveys a positive reception.
Direct calls to appropriate staff in a timely manner.
Receive records from the Transfer Center, pre-register patients, and identify patient upon arrival from transferring hospitals.
Maintain awareness of others and greet patients, family, visitors, and staff in manner that conveys a positive reception.
Obtain specific financial information such as copies of insurance cards and verify Medicaid and insurance coverage using online systems.
Complete annual review requirements (fire/safety, infection control, and other as appropriate).
Participate in preparation and maintenance of policies and procedures for area of responsibility.
Locate patient in the electronic system, First Net, while communicating information with Social work and arriving family members of patients.
Other duties as assigned. 

CORE VALUE COMPETENCIES:

Quality of Work
Mission Centered Professional Practice
Interpersonal Skills
Integrity and Compassion
Patient Care Advocacy
Team Work/Collaboration Practice
Patient/Family Satisfaction/Customer Service
Respect for Patient Confidentiality

STANDARDS OF DAILY PRACTICE:

Participates in the development/testing/implementation of new organizational systems for the unit or
department.
Identified by others as exceptional in coordinating/prioritizing, delegating and multi-task
orientation; performance reflects extra care and attention.
Follows up on projects, orders and/or requisitions to ensure completion.
Acts as a resource for staff.
Acknowledged by other staff to be a role model in courteous communication (in-person, telephone,
etc.) with health care team members, visitors, patients, and family.

SAFETY AND RESPONSE TO EMERGENCIES:

Safety and Response to Emergencies
Participates in interdepartmental efforts to facilitate a safe environment
Understands and follows hospital and departmental protocol for emergencies and disasters
Takes immediate action to address environmental, equipment or engineering issues that present a
potential safety risk
Functions within safety, infection-control, and emergency and equipment guidelines
Takes immediate action during a Disaster and Mass Casualty, and computer downtimes under the direction of a nursing supervisor and emergency registration supervisor

ADVOCACY AND HUMANISTIC CARE:

Demonstrates dignity and respect for the values, lifestyles, age, spiritual needs, and/or cultural
diversity of other staff members, patients, family, and visitors
Acts as an advocate for patients and families through such activities as assisting them with locating
appropriate staff to address their concerns and safeguard patient’s privacy and confidentiality
Patients always take precedence over tasks. Asks patient at end of contact if there is anything else
the patient needs
Provide additional service for those who have been inconvenienced or who may need special assistance
Contact Patient Relations office when appropriate
Reports when illegal/unethical/unprofessional practice of another member of the health team occurs
Demonstrates awareness of age specific competencies when interacting with patients and family
Communication and Team Building
Promote and contribute to the development of teamwork in the service and working relationships between the service and other departments and disciplines
Maintains a professional manner at work
Represents the clinic/unit in divisional and/or hospital committees and meetings
Demonstrates reliability in work attendance
Wears appropriate professional attire and HMC identification

COMMUNICATION AND TEAM BUILDING:

Promote and contribute to the development of teamwork in the service and working relationships between the service and other departments and disciplines
Maintains a professional manner at work
Represents the clinic/unit in divisional and/or hospital committees and meetings
Demonstrates reliability in work attendance
Wears appropriate professional attire and HMC identification

Minimum Qualifications:

High School graduation or equivalent AND one year of healthcare, administrative, or customer service experience OR equivalent education/experience.