As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine.
The Harborview International Clinic, Pediatric Clinic, and Women’s Clinic has an outstanding opportunity for a Business Operations Supervisor. Under general direction, the Business Operations Supervisor supervises Patient Care Coordinators (PCC), Patient Service Representatives (PSS), and other assigned staff, develops and implements policies/procedures around the patient’s entry into and through the clinic and Harborview Medical Center. The Business Operations Supervisor performs specific leadership functions related to clinical practice, education and/or management as delegated by and in collaboration with the Clinic Practice Manager and Clinic Medical Directors. This position provides leadership for clinic and divisional activities that promote delivery of quality care and service, effective problem solving and communication, and continued professional development for self and others. Serves as a role model and provides guidance to other staff including review and evaluation of performance.
LEADERSHIP AND PROFESSIONALISM • Promote and protect general safety for patients/families/visits and co-workers, through measures such as adherence to correct procedures, monitoring for appropriate responses, management of assignments, seeking consultation and instructing others. • Participate on clinic leadership team, attending monthly meetings. • Contribute to selected clinic, divisional and institutional projects and committees. • Initiate or participate in development of clinic goals and orientation programs. • Act as an initial point of contact for patient complaints of non-clinical issues. • Collaborates with RNIII to improve and coordinate front to back operations.
HUMAN RESOURCES MANAGEMENT • Coordinate the day-to-day business operations of the clinic. Monitor staff assignments and make adjustments as needed to ensure critical needs are met in the clinic. • Perform staff performance evaluations with review by Clinic Practice Manager in a timely manner. • Manage the time sheets to assure accuracy, timely submission and facilitates problem solving payroll questions.
BUSINESS OPERATIONS / FINANCIAL MANAGEMENT Monitor front line staff on comprehension of, and training needs regarding regulatory compliance for HIPAA, billing/reimbursement requirements for Medicare/Medicaid, other third party payors and regulatory agencies. Supervise front line staff in the performance of: • Appointment making • Call management • Daily schedule management • Patient referral input and processing in coordination with the Patient Access Center • Service capture/coding review • Cash collection and management • Insurance verification and pre-authorization in coordination with Financial Clearance Unit / Contact Center • Clerical support for clinical teams • Medical records and release of information • Patient check-in • Coordination of transfer of care to and from other hospitals • Patient transportation
• Ensure office supply levels meet the clinic needs. • Provide oversight for development and maintenance of appointment templates and ensure that staff follows appointing protocols when scheduling. • Proactively manage the appointment templates. • Ensure processing of clinic charge documents to contain complete/accurate information, is submitted within acceptable time frame for acceptance of the charge, and monitor the rate and reason of rejected charge documents. • Ensure competence of assigned staff and provide outcomes to Clinic Practice Manager.
CUSTOMER SERVICE AND TEAMWORK • Monitor non-clinical staff activities to ensure they maximally support the provider to see patients. • Advocate for the patient/family by locating appropriate staff to address concerns • Promote and model an atmosphere/attitude of respect for human dignity and the uniqueness of each person encountered in the clinic setting. • Act promptly and effectively in managing self, patients and other employees during an emergency situation. • Participate in and support quality assessment and improvement activities. • Maintain/improve own clinical professional competence, knowledge and skills to meet identified self-learning needs and annual review requirements. • Apply appropriate policies, procedures, protocols, and standards of practice in performing duties. • Support and lead development of clinic and divisional effectiveness through such activities as participating in clinic and divisional problem-solving, demonstrating support for clinic and divisional policies, sharing expertise, contributing to selected clinic projects and committees and modeling activities which promote cost effectiveness and fiscal responsibility. • Promote and contribute to the development of team in clinic and working relationships between the clinic and other departments/disciplines. • Other duties as assigned.
Desired • Effective use of applicable computer software programs • Ability to interview patients and obtain necessary information • Ability to use telephone and office equipment • Basic knowledge of health care coverage • Excellent verbal and written communication skills • Knowledge of medical terminology • Ability to provide coaching and mentoring
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.