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State of Washington Classified Job Specification

PATIENT SERVICES SUPERVISOR

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PATIENT SERVICES SUPERVISOR
284H
Category: Health Care

Definition

Positions have responsibility for supervising Patient Services Representatives and/or other assigned staff and directing and providing support services such as activities in a patient care area, or hospital volunteer services; or positions have responsibility for coordinating all patient care services including coordinating patients’ entry into and flow through the health care system.

Distinguishing Characteristics

Under general direction, supervises staff and/or directs, coordinates and provides support services.  Positions have primary responsibility for patient support functions such as planning and organizing volunteer activities; coordinating all patient care services such as admitting, arranging diagnostic procedures, scheduling surgery and consultation requests, scheduling services of other hospital departments to facilitate delivery of care to patients, and serving as patient advocate from entry into and flow through the health care system; or directing and providing support services in a patient care area such as preparing daily and weekly patient appointment schedules, coordinating resource and clinic schedules, planning and conducting training of employees, preparing and maintaining policies and procedures, and explaining health insurance plans and billing systems to patients.

Typical Work

Supervises staff including interviewing and selecting new staff, reviewing and approving leave requests, conducting performance evaluations, determining and implementing corrective and disciplinary actions; 

Prepares daily and weekly patient appointment schedules; coordinates resource and clinic schedules; maintains schedules in on-line appointment system;

Processes, reconciles and ensures accuracy of patient charge documents; investigates and corrects rejected charges;  

Oversees environmental conditions of office and patient waiting area including lighting, seating, literature and safety factors; 

Prepares and maintains policies and procedures for area of responsibility;

Registers patients; collects and/or updates demographic and financial information; evaluates patient financial status to determine eligibility for care; assigns appropriate payer plans; obtains insurance claim forms and agency authorizations; explains health insurance plans and billing systems to patients; verifies eligibility and benefits for third-party payers for planned and emergency admissions;

Makes telephone assessment of patient problem and severity of condition; schedules new, return, ancillary and procedure appointments consistent with patient needs and scheduling guidelines; ensures or obtains authorization; completes required documentation; enters appointment information in on-line appointment system; maintains system by entering cancelled and rescheduled appointments; 

Triages patient telephone calls to medical staff; obtains necessary information for the return call; initiates emergency procedure when necessary; 

Coordinates volunteer program to meet the needs and activities of hospital departments; works with department heads, managers, and supervisors to define the roles of volunteers and to establish schedules and supervisory arrangements; 

Plans and carries out a volunteer recruitment program; interviews, screens, orients, and trains volunteers with the assistance of hospital staff; coordinates volunteer assignments and schedules; 

Directs the gift shop operations; selects and purchases merchandise for stock; arranges for personnel staffing; establishes prices and determines accounting and fiscal procedures; provides supervision for volunteers involved in the gift shop operation; 

Provides information on the volunteer program; lectures, attends seminars and lab and group activities in the community; works with community social agencies; encourages volunteers to provide information on the volunteer program within their own communities; 

Works with the hospital public relations coordinator; assists with tours of the hospital; 

Acts as primary liaison among the hospital, the patient and family, referring physician, outside agencies, staff from other hospitals and the general public by providing information and advice regarding hospital services; 

Coordinates inpatient and outpatient care by scheduling surgery, arranging diag­nostic procedures and/or coordinating requests for consultation among other medical specialties by following established protocols; 

Interviews patient, develops evaluation of areas of concern and anticipated needs upon admission and discharge including: personal escort, transportation, housing, support care, equipment needs, transfer of records, and reappointments with physicians; 

Coordinates all necessary aspects of patient transfers to and from other hospitals; 

Receives patient complaints; obtains information and data from records and appropriate hospital staff; composes report for review and resolution, or personally resolves complaints on non-clinical issues and problems; 

Acts as resource and technical consultant to physicians and residents on medical/surgical services such as treatment plans, prognosis, and history of therapies; 

Contacts review organizations and insurance companies to ensure prior approval requirements are met before patients enter the hospital; presents necessary medical information such as history, diagnosis, prognosis and length of stay prior to admission; provides specific medical information to Financial Services to maximize reimbursement to the hospital and physician; 

Performs the work of a Patient Services Representative;  

Performs related duties as required.

Legal Requirement(s)

There may be instances where individual positions must have additional licenses or certification.  It is the employer’s responsibility to ensure the appropriate licenses/certifications are obtained for each position.

Desirable Qualifications

A Bachelor’s Degree in a medically related or public relations field

AND

one year experience in a healthcare setting which includes lead responsibility.


OR

Equivalent education/experience.

Class Specification History

New class, consolidates 6080 Patient Services Supervisor, 6108 Volunteer Services Coordinator, 6072 Patient Care Coordinator; adopted May 10, 2007, effective July 1, 2007.

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