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.
UWMC - Montlake's Radiology Support has an outstanding opportunity for a Patient Services Specialist Educator and Quality Assurance (Full-Time, Dayshift).This is a remote work from home position but will require partial onsite work from the UW Tower
Patient Services Specialist Educator and Quality Assurance role works as part of a team to support strategic goals of the Support Services Manager using knowledge and experience to maintain a Quality Assurance and Accuracy database to improve patient care. Ability to perform the work of the Patient Services Specialist 1, 2, and 3. QA upholds service excellence standards by independently maintaining on-line support documents, recording Radiology Scheduler performance, while providing coaching and feedback to ensure accurate and consistent data entry and application of procedures to individual schedulers and leadership. Collaborative efforts will be made with Radiology Support Manager, Supervisors, Leads, Referral Coordinators and Schedulers to facilitate improvement projects to Radiology scheduling training, quality and accuracy. Implement processes to provide reporting documentation regarding error processing and follow up for agent accountability. QA will participate in monthly scheduling team meetings to provide training for Patient Service Specialists and relay policy and procedures. Communicate with manager, supervisors and referral coordinators professionally, respecting the confidentiality involved in handling staff performance issues. Maintain call recording files to provide as training opportunities and to provide management with performance documentation. Proficiently work in ambiguous situations and able to use the best judgment in making decisions.
General Tasks: • Demonstrate proficiency in the following areas: • Assist in orientating and training new staff • Coordinate monthly call observation program • Co-lead monthly scheduling team meetings • Develop curricula for and conduct in-service education programs • Develop goals and objectives of in-service education • Provide training, coaching and feedback on staff performance • Process and observe randomized phone calls and enter findings into a Quality Assurance and Accuracy database • Track scheduler activities through Avaya phone system and the EPIC/RIS audit trail for completeness, accuracy, process adherence and maintaining service culture guidelines • Contribute to the development of departmental policies and procedures related to quality assurance and continuing education; maintain policy and procedure manual; ensure compliance with regulatory standards and hospital policy;
Duties & Responsibilities: • Process reported issues through validation and entry into a Quality Assurance and Accuracy database • Respond as directed to emails from internal customers • Use independent judgment to identify areas to improve for schedulers • Provide training opportunities to schedulers and provide feedback for supervisors to review with their staff • Recommend coaching topics for supervisors based on trends in scheduler performance • Assist in the preparation of statistical reports related to the program • Investigate clinic/patient scheduling complaints looking for training opportunities and working with manager and supervisors to find solutions • Utilize and provide on-line resources to schedulers as required according to clinic practice and within University guidelines • Update and maintain standard operating procedures for the Quality Assurance and Accuracy program as the department needs grow
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.