Patient Services Specialist Lead

Job Description

The UW Dentistry Campus Dental Center (CDC) at the School of Dentistry has an outstanding opportunity for a Patient Services Specialist Lead to join their team.

About this Opportunity

Under the direction of the Clinic Manager, the PSS Lead will ensure smooth daily operation of patient support services in the CDC front office. The person in this role will independently coordinate the daily patient flow and provide patient support services for the CDC front registration office. The PSS Lead will also perform patient support services, including processing incoming referrals, scheduling patient appointments, obtaining and verifying demographic and financial information through pre-registration process, completing patient paperwork, coordinating care with other clinics, triaging patient telephone calls, and providing information about services. Maintaining confidentiality of patient and student information is essential.

The UW Dentistry Campus Dental Center (CDC) at the School of Dentistry houses some of the top clinical oral health care providers in the school. The clinic supports a dual role: 1) The UW Dentistry Faculty Practice provides high quality comprehensive care to the campus community and public. Patients of the Faculty Practice benefit from a team of experienced and highly skilled faculty dentists and specialists collaborating on their care. 2) The General Practice Residency (GPR) program supports a training and treatment role serving primarily uninsured and under-insured patients in the GPR Clinic in the school, as well as medically compromised in-patients at UWMC. Dental services in the GPR Clinic are provided by GPR residents, supervised by highly trained and skilled faculty providers. Patients can be assured they are receiving high quality dental care from faculty and residents in a first-rate training environment. The CDC utilizes a team-oriented approach and is committed to providing an environment where every employee feels welcomed, valued, and appreciated.

Key Responsibilities

Communication and Collaboration (20%)

• Provide daily assignments to staff and coordinate employee work schedules to ensure coverage.

• Review and correct the work of PSS2 staff for compliance with established registration and patient flow procedures.

• Prepare and maintain clinic schedules for clinic providers; schedule emergency shift assignments if needed.

• Manage communication between Clinic Directors and patients regarding any treatment concerns or instructions.

• Identify and resolve staff issues or problems in a timely manner and make recommend changes as necessary to staff or the Clinic Manager.

• Participate in interviewing applicants or related activities at the request of the Hiring Manager.

• Onboard new CDC employees per UW/department onboarding checklists.

• Train new and existing PSS2 staff in all front desk duties.

• Provide feedback to Clinic Manager for PSS2 employee performance evaluations, coaching/corrective action plans, and training plans.

• Monitor and evaluate policies and procedures and suggest process improvements and operational changes.

• Demonstrates strong problem-solving and leadership skills by effectively addressing patient concerns, resolving complex issues in a timely and professional manner, identifying root causes of service challenges, in collaborating with Manager to ensure positive patient outcomes and exceptional patient experience

• Notify Patient Relations of all resolved and pending patient issues and work with Patient Relations Manager to resolve/review concerns in a timely manner.

• Provide feedback to Manager regarding daily coaching plans, corrective action, and employee performance evaluations.

• Recommend process improvements to existing policies and procedures.

Patient Support Services (40%)

• Provide information about care options available in the Faculty Practice and General Practice Residency Clinics to patients seeking care.

• Obtain necessary information and consents to coordinate admission into care at the school; send correspondence to patients regarding their appointments and becoming a patient of the School; Handle patient email, telephone and in-person inquiries with a high level of professionalism.

• Process referrals and if necessary, triage to Specialty Graduate Clinics and/or Urgent Care.

• Schedule patient screening and diagnostic radiograph appointments; schedule continued care and follow-up appointments for surgeries, post-operative care, evaluations, or periodontic recall.

• Monitor the treatment progress of patients and assure referrals are monitored and processed; Respond to patient questions about referrals to clinics within the school, appointments, and disposition of care.

• Coordinate patient care through the pre-registration process, while maintaining the confidentiality of patient and resident information.

• Develop and generate patient correspondence to patients about treatment and services for all Clerkships.

• Interpret School of Dentistry policies, procedures, and services to patients and patient’s representatives.

Financial Responsibility (35%):

• Inform patients of financial responsibilities, collect payment, check insurance coverage and patient expectations; Determine eligibility for care, assign appropriate payor plans and verify eligibility and benefits of third-party payors for services.

• Verify insurance coverage, estimate insurance copayments, obtain authorizations, and complete Apple Health or private insurance payor forms; document comments in financial files

• Develop and generate patient correspondence to patients about treatment and services for all Clerkships. Present treatment estimates and engage patients in open financial discussions.

Additional Duties (5%):

• Process dental records requests for the school and ensure they are completed in accordance with legal and HIPPA regulations

• Perform related duties as required

• This position performs essential services and may be required to work during any period of declared suspended operation

Required Qualifications

To be considered for this opportunity your application must demonstrate you meet both the minimum qualifications and additional qualifications listed below. Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Minimum Qualifications

Applicants who do not meet these qualifications WILL NOT be forwarded to the Hiring Department.

• High School graduation or equivalent AND Three years of Patient Support Service experience.

• Equivalent education and/or experience may substitute for minimum qualifications except when there are legal requirements, such as a license, certification, and/or registration.

Compensation, Benefits and Position Details

Pay Range Minimum:

$51,168.00 annual

Pay Range Maximum:

$73,236.00 annual

Other Compensation:

-

Benefits:

For information about benefits for this position, visit https://www.washington.edu/jobs/benefits-for-uw-staff/

Shift:

First Shift (United States of America)

Temporary or Regular?

This is a regular position

FTE (Full-Time Equivalent):

100.00%

Union/Bargaining Unit:

SEIU Local 925 Nonsupervisory

About the UW 

Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world.  

UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world. In return, they enjoy outstanding benefits, opportunities for professional growth and the chance to work in an environment known for its diversity, intellectual excitement, artistic pursuits and natural beauty. 

Our Commitment 

The University of Washington is committed to fostering an inclusive, respectful and welcoming community for all. As an equal opportunity employer, the University considers applicants for employment without regard to race, color, creed, religion, national origin, citizenship, sex, pregnancy, age, marital status, sexual orientation, gender identity or expression, genetic information, disability, or veteran status consistent with UW Executive Order No. 81.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected]. 

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.