Program Operations Specialist

UW Medical Center-Montlake - OTO HEAD AND NECK SURG has an outstanding opportunity for a PROGRAM OPERATIONS SPECIALIST.

WORK SCHEDULE

* Full-Time
* Day Shift

POSITION HIGHLIGHTS

As a member of the health care team, the Program Operations Specialist performs program development administration and management for specific programs within the clinic under the general direction of the Health Services Manager. The clinic programs include Head and Neck, Otology, Rhinology, Laryngology, Audiology, and Speech Language Pathology Each of these programs has their own development needs. This position, under the general direction of the Health Services Manager, also performs project management duties for the clinics as a whole - leading and overseeing improvement processes and projects related to workflow improvement in terms of efficiency and/or effectiveness in supporting the clinic's strategic goals as well as UWMC Pillar Goals.

The Program Operations Specialist will identify and recommend actions necessary to promote operational efficiencies to enhance patient access to the Otolaryngology Clinic at the University of Washington Medical Center Montlake Campus. This individual will be the Epic, HBI, and other related systems expert who proactively identifies process and system opportunities. Additionally, this position will be involved in patient financial systems (PFS), clinical and finance elements to resolve complex issues on accounts and patient records.

This work is performed using knowledge and experience specific to the clinic programs listed above as well as knowledge of Ambulatory Care Division policies and procedures, best practice work flows, and project management skills. This position ensures that the clinic and clinic programs are compliant with UW Medicine, UWMC, and departmental policies and regulations as well as meeting outside agencies' regulatory requirements. This position helps to create a culture of service excellence and an environment that values the multiple services within the clinic and patients receiving care in the otolaryngology clinics

PRIMARY JOB RESPONSIBILITIES

Program support 10% of time:

Works with physician and clinic leadership to coordinate implementation of new services or procedures to be offered by a particular program. This would include researching resources necessary to allocate to the new service or procedure, ensuring compliance with billing and institutional policies and procedures, and providing project management for implementation

Works with physician and department leadership to develop and coordinate implementation of proposals for growing referral base of individual services

Clinic Project Management - 15% of time

Under the general direction of the Health Services Manager, serves in a project manager role in leading and overseeing clinic improvement projects

Leads, guides, and coordinates staff members, providers, other departments, and/or vendors involved in the project

Demonstrates strong project management throughout each project, taking accurate notes at each project meeting, following up as needed with project team members to ensure timely completion of action items. Keeps accurate documentation of project status and reports regularly to the Health Services Manager

Develops staff and provider education and training as needed

Monitors post-project implementation to ensure ongoing progress and feedback

Clinic Operations - 30% of time

Develops and maintains an in-depth understanding of clinic workflows, processes, policies, and procedures as well as UWMC and Ambulatory policies and procedures; works to support Pillar goals and the clinic's strategic plan

Helps to identify opportunities and methods for workflow improvement in terms of efficiency, effectiveness, and patient satisfaction

Acts as a resource for clinic staff and providers on work flow issues and knowledge related to project work

Assists Health Service Manager with meeting scheduling and calendaring

Proactively review and evaluate system updates. Provide analysis, design implementation plans, test and coordinate roll outs for EPIC and other related systems

Identify error patterns and recommend training or revised workflows

Understands contracting, reimbursements and denial principals

Monitor Epic Care reports and ensure that encounters are closed properly

Partners with Health Services Manager regarding physician schedules, productivity and service standards

Serve as the point person for Patient Financial services issues

Service Excellence - 15% of time

Implements and models UW Medicine service standards for staff and providers

Assists Health Services Manager with Patient Satisfaction data analysis, development and implementation of process improvement projects targets at improving outcomes

Maintains knowledge of clinic's monthly financial performance metrics on variance reports; helps to implement action plans related to improving financial metrics

May write clinic variance reports in the absence of the Health Services Manager

In project management role, lead process improvement work to ensure all clinic charges are processed in a timely manner. Trouble shoot charge capture processing problems and work with providers and staff and/or hospital billing teams to resolve processing issues

Leadership, Teamwork and Development 35% of time

Serves as mentor and resource to clinic staff and providers to facilitate operational efficiencies, service excellence, initiatives and program/project work and organizational goals.

Oversight of ML clinic PSS/PCC

Direct Supervision of Student Assistants and Financial Access Specialist

Provides daily oversight and leads the team to improve processes

Provide input and helps perform annual evaluations

Participates and recommends progressive correction when necessary

Participates and recommends recruitments and helps make hiring decision

Designs orientation for new patient services staff

Approves requests for benefit time use and develops daily work schedule

Assists the Health Services Manager with payroll using Kronos

Takes on a leadership role in regard to process improvement projects and clinic systems/processes

Contributes to the collaborative process at clinic meetings

Oversees project implementation in a way that demonstrates effective and sustaining approaches

Demonstrates the ability to be flexible, organized, and function under stressful situations

Fosters service and patient safety standards for the programs and the clinic

Maintains responsibility for own continuing education and development needs; attends meetings, workshops to enrich personal knowledge, growth, and management skills

REQUIRED QUALIFICATIONS

* A Bachelor's degree in a medically related or public relations field preferred.
* 4-5 years of health-care related experience that demonstrates professional and technical knowledge of healthcare management.
* Demonstrated experience in effectively managing projects.
* Demonstrated ability to communicate effectively verbally and in writing with physicians, staff, administrative leadership.
* Strong analytical skills.

ABOUT UW MEDICAL CENTER-MONTLAKE

UW Medical Center is an acute care academic medical center located in Seattle with two campuses: Montlake and Northwest. As the No. 1 hospital in Seattle and Washington State since 2012 (U.S. News & World Report) and nationally ranked in seven specialties, UW Medical Center prides itself on compassionate patient care as well as its pioneering medical advances.

The UW Medical Center-Montlake campus is located on the edge of the beautiful UW campus which includes many amenities available to our staff as well as very convenient public transit options including the Sound Transit's light rail station across the street.

Excellence. Exploration. Education. Become part of our team. Join our mission to make life healthier for everyone in our community.

ABOUT UW MEDICINE - WHERE YOUR IMPACT GOES FURTHER

UW Medicine is Washington's only health system that includes a top-rated medical school and an internationally recognized research center. 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.

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. Nearly 29,000 healthcare professionals, researchers, and educators work in the UW Medicine family of organizations that includes: Harborview Medical Center, UW Medical Center - Montlake, UW Medical Center - Northwest, Valley Medical Center, UW Medicine Primary Care, UW Physicians, UW School of Medicine, and Airlift Northwest.

Become part of our team. Join our mission to make life healthier for everyone in our community.