University of Washington PATIENT NAVIGATOR (Patient Services Specialist 2) in Seattle, Washington
Req #: 197861
Department: UW AUTISM CENTER (UWAC)
Job Location Detail: Seattle, Tacoma
Posting Date: 10/14/2021
Closing Info: Closes On 10/28/2021
Salary: $3,024 to $4,014/month
Shift: First Shift
As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. The UW Autism Center provides diagnostic and therapy services by a team of professionals including psychologists, speech and language pathologists, developmental-behavioral pediatrician, behavioral and educational consultants and occupational therapists. The UWAC is seeking a full-time Patient Navigator (Patient Services Specialist 2). The Patient Navigator will provide administrative support for clinical services at the UW Autism Center (UWAC) in Seattle and Tacoma. This position is primarily responsible for scheduling UWAC clients, and serving as a liaison between clinicians, clients, insurance companies and the UWAC billing team. The efforts of this position will be to provide assistance to families navigating UWAC clinical services in Seattle and Tacoma. This position will report directly to the UWAC Director of Clinical Services and the Director of Operations. This position includes, but is not limited to, the following duties: working directly with insurance companies to verify patients’ insurance coverage and explaining the cost of services to families, scheduling patients, processing cancellations and/or rescheduling appointments as needed, providing billing information to patients and collecting patient payments, managing multiple clinician schedules and adjusting for vacations and/or sick days, attending Operation and Billing team meetings. The Patient Navigator manages the clinician and room schedules and tracks clinician billable expectations. The Patient Navigator is also responsible for submitting pre-authorization requests to our billing department, electronic and physical patient file management, responding to family phone and in person inquiries. In addition, the Patient Navigator will maintain and follow scheduling policies to insure maximum capacity and consistency with the policies and procedures for scheduling and calculating billable hours. The Seattle and Tacoma clinics combined serve over 400 individual families over the course of 2000+ visits per year, with plans to expand. DUTIES & RESPONSIBILITIES • Answer the scheduling telephone line. Respond to inquiries, and transfer calls as needed. • Provide detailed information about clinical services the UWAC provides, provide patient pre-appointment packets by email or regular mail, track packets sent and received using our database. Manage interest and waitlist for services. • Schedule a staff of 10 or more clinicians for assessment and therapy sessions. Assign rooms for sessions and update scheduling software regularly. Update database with pertinent client information. • Gather information from clients on insurance coverage, run pre-authorizations for services with insurance company and explain cost of services and insurance coverage to families. • Answer questions related to billing consultation and cost of services; Assist families with intake processes and resource support when needed; Send out paperwork to prospective clients in timely manner; Communicate with clients immediately to tell them that paperwork has been received; • Create files for clients and maintain organization of filing system; Send reports to clients after evaluations are complete in a password protected email; Supervise work study students or volunteers on any needed administrative support tasks; Handle records requests from current and former clients; Check in clients when they arrive for appointments and collect any payments. • Run billing consults on clients waiting to be seen in advance, so that when a cancellation occurs there are clients ready to be seen; Track the number and types of calls received and provide monthly reports of activities and calls using our database; Data entry in multiple database environments; Alert supervisor(s) to problems and make suggestions for improvement • Unlock clinic; Greet families for appointment (open door); Assist families with parking permits; Work with UW Tacoma facilities for any on-site clinic needs (e.g., repairs, cleaning); Maintain inventory of supplies and promotional materials, including brochures and flyers available to clinicians and general public • Attend staff meetings and participate on internal committees, as required; Attend community events and resource fairs across the Puget Sound representing the UW Autism Center when needed. • Review the UWAC website information frequently to find ways to improve the wording or structure and provide feedback to website manager • Serve as backup other Patient Navigators re scheduling clinical needs and check-ins when support is needed due to workflow or leave; additional duties as needed. Requirements include: • High School graduation or equivalent • AND one year of experience in a health care setting OR three years of general office or customer services experience OR equivalent education/experience.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration. Desired: • Experience with customer service in a clinical setting (dealing with complex situations, conflict resolution, etc.) • Advanced PC skills using a range of software programs including Microsoft Office Suite (Word, Excel, Access, and PowerPoint), Internet Search and Adobe Acrobat; familiarity with Electronic Health Record systems • Ability to exercise independent judgment, negotiate multilayered regulatory systems, manage competing priorities • Comfortable talking with the general public • Excellent oral and written communication skills • An approach to working with colleagues that enhances collaboration and team building • Ability to communicate with a variety of people, including students, staff, media, and autism community members. • Experience with scheduling and insurance authorization related to Applied Behavior Analysis (ABA) clinical services preferred As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-classified-staff-20210208.pdf) Application Process: The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.