Lead Patient Services Spec

Vanderbilt University Medical Center•Bellevue, WA

8d•Onsite

About The Position

The Patient Service Coordinator is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. In addition, he/she advocates for patient in resolution of concerns and complaints. This role serves as the clinic contact to listen and resolve patient/family concerns and complaints, gathers and researches appropriate information related to patient care, reimbursement, or community resource issues, and follows complaints through to resolution, providing feedback to patient/family. The role facilitates relationships with the public, works with staff to resolve concerns and improve services, taking an advocacy position, and tracks and analyzes all concerns and complaints, identifying problematic trends and making recommendations for correction. Produces regular overview reports and develops a referral system with human services agencies and collaborates with the community resource network. Performs other duties as assigned.

Requirements

Knowledge of medical terminology and organization services.
Knowledge of administrative processes, procedures, claims processing, and preparing patient charts.
Knowledge of health care field; medical practice clinical administrative systems, departments, and practices, including financial policies and reimbursement payment requirements
Knowledge of counseling, conflict resolution and customer service principles and applications
Ability to use multi-line phone system, including transferring calls and paging.
Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing and scheduling patients.
Skill in analyzing of data, policies, and requirements and in preparing objective, comprehensive reports using computers for both research and reporting
Skill in defusing tense situations through diplomatic problem-solving
Skill in effectively balancing needs of clinic with needs of patient with minimum of tension
Ability to works well under pressure with minimal supervision.
Ability to prevent, calm, and/or defuse irate callers and patients working with them to identify concerns and properly directs calls.
Ability to communicate effectively with patients, staff, and external contacts via phone, in person and through well-written reports
Ability to maintain effective relationships with a wide variety of people
Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.
Bachelors degree in human relations/social services, communications, marketing or business/health administration, preferred
Minimum of two (2) years of experience in customer services, with at least six months of experience in health care setting.
Patient Services Specialist experience preferred.
Medical terminology preferred
Relevant Work Experience
Experience Level: 3 years
Education: High School Diploma or GED

Nice To Haves

Bachelors degree in human relations/social services, communications, marketing or business/health administration
Patient Services Specialist experience
Medical terminology

Responsibilities

Serves as the clinic contact to listen and resolve patient/family concerns and complaints
Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues
Follows complaint through to resolution and provides feedback to patient/family
Facilitates relationships with public
Works with staff to resolve concerns and improve services, taking advocacy position
Tracks and analyzes all concerns and complaints
Identifies problematic trends and makes recommendations for correction.
Produces regular overview reports
Develops referral system with human services agencies and collaborates with community resource network
Performs other duties as assigned