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 UW is proud to be one of the nation’s premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
The HMC Family Medicine Clinic has an outstanding opportunity for a Program Coordinator (Full-Time, Day Shifts). The Family Medicine Clinic Program Coordinator (PC) ensures the continuum of care of our patient population from entry to exit, and serves as the primary point person for our complex patient population. He/she is responsible for the clinic’s high-risk population management, and day-to-day complex scheduling processes which include diagnostic and procedural appointments, managing and tracking internal and external referrals, submitting the clinic’s insurance authorizations and facilitating transportation needs for those needing assistance. Additionally, the PC is responsible for orienting all new clients to the Family Medicine Clinic, ensuring that the clinic facilitates the delivery of optimal patient care without barriers. The position works within the Family Medicine Clinic as well as with the Clinic Manager and Medical Directors to coordinate patient's entry into and through the health care system and reports to the Business Operations Supervisor.
Patient Care Delivery/Clinic Coordination
• Act as a primary liaison for the patient with hospital, referring provider, insurance carrier, and outside agencies and staff from other health providers to coordinate activities involved in patient’s health care needs
• Be responsible for the continuum of care of our high risk patient population which involves maintaining an organized method for tracking patient care along continuum
• Meet with patient and patient’s family in-clinic to assist with medical referral navigation or any insurance/coverage concerns and paperwork/form completion needs
• Schedule urgent and complex appointments, diagnostic procedures and processes authorizations and DME requests
• Manage, track and process external specialty referrals and ensure patients are connected to internal/external Specialty Clinics
• Maintain referral guidelines and referral resources and assist providers with complex coordination of care - internal and/or external Specialty clinics.
• Arrange transportation including routine Hopelink scheduling – proactively ensuring transportation – for external medical referrals and/or return to clinic
• Weekly review of next day/week’s appointments for appointing accuracy (Hopelink arranged; high risk infants scheduled with all providers needed; siblings scheduled together)
• Maintain and manage provider panels and PCP assignments
• Coordinate with UW Nursery, residents and parents to schedule timely newborn (first) appointment
• Assist providers w/urgent problems with patients and complex scheduling needs
• Assist clients with insurance and authorization issues/questions, DME and PT orders
• Scan incoming medical records into electronic medical chart
• Triage patient phone calls according to severity of need; follow through and resolve patient requests in a timely manner
Managed Care and Health Coverage Resource
• Have the ability to serve as a managed care resource person for providers, staff and patients.
• Assist patients in filling out appropriate paper work or calling managed care plans directly to change PCP and/or Plan selection
• Access DSHS computerized system to determine enrollment
• Educate patients about managed care plans and their policies
• Understand different managed care plans/policies
• Works with Office of Managed Care, Health Coverage Services, Clinic Registration and Patient Financial Services to coordinate efficient health coverage for patients.
• Participate in clinic-specific and departmental efforts to improve health coverage process for HMC patients.
Front Desk Knowledge
• Understand the tasks and responsibilities of the PSS
• Be able to assist and be a backup for all front desk duties
• Act as a resource to front desk staff
• Explain to patients when and where the appointments are and what preparation procedure they need to follow as necessary
• Schedule complex and urgent appointments and facilitate various paperwork and medical records
• Schedule various procedures
• Follow-up on patients’ failed referral appointments
• Schedule specialty appointment for patients who cannot schedule their appointment
• Schedule travel vaccinations
• Work with RN’s, MA’s, CCM’s and various interpreters to ensure that patients receive their appointment information
• Ensure collection of all necessary information in advance of an incoming referral, including health coverage status and any clinical records.
• Coordinate delivery of feedback to referring providers after visit/consult.
Clinic Development/Team Building
• Work as a member of the clinic team and promote a positive work environment and image of the clinic.
• Attend and participate in clinic meetings
• Participate on clinic committees
• Maintain courteous, respectful relationships with co-workers; refrain from talking negatively about co-workers or others but when necessary communicate constructive feedback
• Use all available tools for communication, including checking e-mail multiple times throughout the day.
• Assist with coverage of the front desk. PSS duties as needed for lunch breaks and/or emergency short staffing situations
• Collect and maintain data as requested for QA or process improvement efforts.
• Recognize the uniqueness of each patient and treat all patients with respect and act as a patient advocate.
• Interact courteously with patients and families
• Protect patient confidentiality; keep paper and computerized medical records secure at all times; follow all HIPAA guidelines.
• Ensure the availability of interpreters for non or limited English speaking patients
• Be accountable for understanding HMC, AACS and clinic policies and procedures.
• Seek out continuing education appropriate for the job
• Participate in clinic quality assurance
High school graduation or equivalent AND two years of experience in the program specialty OR equivalent education/experience.
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The University of Washington is an equal opportunity, affirmative action employer.