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University of Washington PATIENT ACCESS LIASON (FULL-TIME, DAYS) in Seattle, Washington

Req #: 193618

Department: UW MEDICINE ENTERPRISE ACCESS AND INNOVATION

Posting Date: 07/21/2021

Closing Info: Open Until Filled

Salary: Salary commensurate with education and experience.

Shift: First Shift

Notes: As an employee you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here. (https://hr.uw.edu/benefits/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academi-staff-20210208.pdf )

A higher degree of healthcare. All across UW Medicine, our employees collaborate to perform the highest quality work with integrity and compassion and to create a respectful, welcoming environment where every patient, family, student and colleague is valued and honored. UW Medicine’s mission is to improve the health of the public?by advancing medical knowledge, providing outstanding primary and specialty care to the people of the region, and preparing tomorrow’s physicians, scientists and other health professionals. Become part of our team, and join our mission to make life healthier for everyone in our community. The UW Medicine Enterprise Access and Innovation team has system-wide responsibilities (Harborview Medical Center, UW Medical Center, Northwest Hospital, UW Neighborhood Clinics, and UW Physicians. UW Medicine Enterprise Access and Innovation has an outstanding opportunity for a full-time (100% FTE | 40 hours week), day shift, PATIENT ACCESS LIASON (Program Operations Specialist). This individual will be part of team responsible for managing improvement projects for select service lines to support the strategic UW Medicine health system goals, operating plans and priorities. This will include cross-enterprise standardization recommendations; process and workflow redesign, development, and implementation; and tracking of the effectiveness of newly launched processes through clinic & patient feedback and monitoring of key performance indicators. RESPONSIBILITIES

  • Works in conjunction with others in the UW Medicine Contact Center and UW clinics/providers to insure that initiatives and projects are identified, prioritized, and communicated appropriately to all stakeholders.

  • Develops and assures appropriate tracking and monitoring systems are in place to measure and sustain improvements worked on for each initiative.

  • Organizes and supports effective workflow for the clinic and the Contact Center, while delivering superb customer service and quality to all stakeholders and supporting standardized policies.

  • Serves as the primary point of contact for all assigned specialty clinics, providers, and staff for scheduling and subgroup-related questions, issues, and potential modifications.

  • Manages all incoming requests from clinics/providers and evaluate the best potential solutions to support patient access across UW medicine.

  • Evaluates, designs, and facilitates the strategic integration of scheduling workflows with the UW Medicine Contact Center and impact analysis for the affected UW Medicine clinics/departments and patients.

  • Coordinates with templating staff to ensure that configuration of provider templates is consistent with access principles as well as scheduling rules.

  • Demonstrates ability to understand and discuss systems and applications issues with technical teams and discuss these same issues at an operational level with clinic managers, staff and leadership.

  • Prepares materials for monthly UW Medicine Access Committee meetings, including opportunities, open issues, and performance metrics.

  • Assesses the level of standardization or variation against the current UW Medicine best practice for scheduling, referral processing, and clinic messaging.

  • Keeps up-to-date on best practices and design by benchmarking to best performers in the industry.

  • Participates in committees and team planning meetings.

  • Works on ways to support performance improvement activities across the clinics/Contact Center.

  • Knows process improvement standards, programs and resources.

  • Regularly reports key status updates to leadership and stakeholders, including escalation of any barriers.

  • Trains new team members on best practices when needed. REQUIREMENTS

  • Bachelor's degree in Business Administration, Healthcare Administration or related field.

  • At least four to five years of experience working in customer service focused organization, either customer-facing or support-capacity.

  • Experience using project management tools and reports to improve performance.

  • Experience using data to drive decisions and tradeoffs.

  • Demonstrated ability to efficiently and effectively act on project timelines and deliverables.

  • Exceptional verbal and written communication skills including negotiation and collaboration with positive results.

  • Experience overcoming barriers in the best interest of the patient or customer.

  • Strong negotiation skills, ability to articulate priorities, risks, and tradeoffs in effort to achieve optimal solutions.

  • Ability to problem-solve while maintaining positive relationships with internal and external customers.

  • Must be able to work under pressure, multiple deadlines, and in a fast-paced environment.

  • An equivalent combination of education and experience may substitute for stated requirements. DESIRED

  • SharePoint build/maintenance experience

  • Epic Cadence/Prelude experience

  • Epic inbasket, staff messaging, and telephone encounter experience

  • Experience with patient scheduling, registration, referrals, messaging, and provider templating

  • Process improvement experience, preferably within a health care or contact/call center environment. UW Medicine includes Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Neighborhood Clinics, UW Physicians, UW School of Medicine, and Airlift Northwest.

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.

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