University of Washington Human Resources

Patient Services Specialist 2

UW CODE AND REPRESENTATIVE GROUP

CLASS SERIES CONCEPT

Coordinate the daily patient flow and provide patient support services in an admitting, registration or patient care area in a medical center.

BASIC FUNCTION

Independently provide support services, e.g., process incoming referrals, schedule patient appointments, obtain and verify demographic and financial information through pre-registration process, complete patient registration by obtaining consent for medical care and financial agreement, process patient paperwork, coordinate care with other services, triage patient telephone calls to clinical staff, and provide information about services.

DISTINGUISHING CHARACTERISTICS

Under general supervision and using designated UW and Medical Center processes and procedures, perform specialized clerical and technical duties to facilitate the delivery of patient care.

TYPICAL WORK

Register patients; verify, collect and update demographic and financial information by appropriate means; determine eligibility for care; assign appropriate payor plans; verify eligibility and benefits for third party payors for planned and/or emergency services; verify insurance coverage; obtain authorizations; complete Medicare as a Secondary Payor form; document comments for financial file; obtain necessary signatures for consents; collect co-payment or other patient liabilities;

Respond to patient questions; provide directions to specified areas such as clinics, units, ancillary and support departments, parking and eating facilities; assist patients in accessing hospital and community services by consulting and making referrals to appropriate resources; assist patients and families with telephone calls; maintain confidentiality of patient information;

Provide telephone screening of patient medical problem and severity of condition; schedule new, return, ancillary and procedure appointments consistent with patient needs and scheduling guidelines; obtain authorizations; complete required documentation; enter appointment information in on-line appointment system; maintain schedule by entering cancelled and rescheduled appointments;

Triage patient telephone calls to clinical staff; obtain necessary information for the return call; initiate emergency procedure when necessary;

Communicate various types of information to patients, referral agencies, departments, physicians and the community such as financial arrangements for special programs and experimental protocols, hospital charge estimates, insurance coverage and billing procedures;

Coordinate the assignment of hospital beds based on diagnosis, medical service, and other patient care needs; maintain records of inpatient locations; complete admissions, transfers, and discharges from nursing units via an on-line system; balance the 24-hour hospital census and complete census reports;

Assign patient hospital number, initiate and coordinate patient medical records and coordinate patient referrals from internal and external sources ensuring all necessary information is obtained;

Assist patients in completing various documents such as insurance forms and other patient paperwork;

Facilitate patient check-in and check-out including all necessary patient paperwork which may include charge documents;

Prepare patient identification armband, verify patient identity and place band on patient, make embossed identification plate and imprint on documents and forms;

Coordinate obtaining interpreters for patients;

Process and reconcile charge documents, ensuring accuracy; investigate and correct rejected charges;

Arrange for patient transportation to outside facilities; request patient transportation within facility and escort patients to various treatment areas;

Transcribe, verify and follow-up written physician orders; process patient care orders such as completed requisition for exams or equipment;

Perform general clerical duties such as answering and screening telephone calls, processing the mail, assembling and sending information to patients, inventorying, ordering and stocking supplies; and maintain record of ordered services;

Secure and release patient valuables and belongings;

May coordinate death procedures, including disposition, and complete appropriate documentation;

Document inquiries and searches for calls such as law enforcement agencies, medics, telephone and reverse directories;

Assist in orienting and training new staff;

Perform related duties as required.

MINIMUM QUALIFICATIONS

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

CLASSIFICATION HISTORY

01/01/2007: New Class
01/01/2020: SEIU 1199NW UWMC-NW job profiles added effective 01/01/2020
03/01/2023: Revise MQs; Consolidating PSS1-Trainee with PSS2 per agreement between UW and SEIU 925/WFSE/SEIU 1199. The consolidation inactivates the PSS1-Trainee classification