Patient Services Representative - MCC
State of Washington, Monroe, WA, United States
Patient Services Representative
The Department of Corrections is seeking a highly motivated and qualified Patient Services Representative for the Monroe Correctional Complex located in Monroe, WA. Under the supervision of the Health Services Patient Services Supervisor, the Patient Services Representative supports providing quality on-site and off-site health care services to patients, consistent with the provisions of the WA DOC Health Plan. The PSR will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines. The PSR will cross-train to serve as backup for other PSR staff as needed and will support adherence to DOC Policy.
A completed application packet will include:
A detailed resume
A cover letter
Three professional references
Application assessment will be ongoing, the hiring authority reserves the right to offer the position at any time during the recruitment process. It's the applicant's advantage to apply as early as possible. This recruitment could be used to fill multiple permanent or non-permanent positions.
Duties
Appointment Scheduling following the Scheduler Training Document process. Tasks for off-site scheduling include:
Processing authorized/denied CRC consults after HQ has updated.
Calling and scheduling patient appointments with offsite providers.
Requesting an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by the provider for an offsite appointment.
Placing medical holds on patients when appropriate.
Checking patients' separatees and STGs to ensure patients are scheduled accordingly.
Preparing offsite trip packets for offsite trips.
Requesting consultation paperwork from offsite providers when necessary.
Filling out the completion section of the consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
Closing consult.
Tracking all ER trip-out orders.
Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.
Tasks for on-site scheduling include:
Scheduling onsite medical, dental, nursing, and Mental Health/Psychiatry appointments in OMNI-HS as the position requires.
When scheduling Mental Health appointments will ensure patients are scheduled within 30 days of arrival.
On-site and off-site scheduling duties include the following:
Ensuring the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
Canceling and rescheduling appointments as needed utilizing the Cancellation List provided Headquarters.
Coordinating with other schedulers to submit a daily 'confidential' to generate a daily call-out sheet and submit it daily by the 0800 deadlines.
Meeting and adhering to all scheduling deadlines.
Answering kites submitted by patients regarding scheduling appointments.
Answering phone calls and e-mails from staff concerning urgent issues.
Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.
Adhering to patient confidentiality throughout the scheduling process.
On-site and off-site schedulers will update and maintain Scheduler Queue/Appointment database, and create CRC Reports, and D3 lists.
When backing up the dental scheduler will update and maintain D3 lists as needed.
Creating CRC approval/denial notifications and forwarding them to patients.
Creating Consult Request Reports and CRC Reports.
Maintaining scheduler queue and appointment database.
Ensuring shell appointments are scheduled by appointment Target Date established in OMNI-HS. This should be done daily.
Following up with providers on appointments that are not resolved on or by the actual appointment date. This should be done daily.
Investigating medical appointment that are not resolved.
Deleting only those appointments that are created for movement purposes only, i.e., diabetic line.
On-site and off-site schedulers will ensure Communication with Custody regarding movement of patients for medical purposes.
Coordinating for escorts and interpreters.
Adhering to custody and security operating procedures when scheduling around gate/movement times.
Coordinating and communicating with custody to ensure a safe and secure environment.
Checking patients' separatees and STGs to ensure patients are scheduled accordingly.
Other office duties as assigned.
Researching co-payment refund request from offender-patients.
Updating the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients as necessary.
Responding to staff emails that request scheduling information or changes.
Attending staff meetings with the HS unit scheduling team and supervisor.
Participating in Coordinated Quality Improvement Program (CQIP), CQIP presentations (D3's & No Shows), tracking/reporting, research.
Participating in accountability drills, Place Safety Musters, table top emergency drills, training, etc.
Answering multi-line phones and soft phone. Utilizing E-fax. Responding to all messages in a timely fashion.
Maintaining current desk reference manual.
Qualifications
Required Qualifications:
High School Diploma or equivalent.
Ability to deal with problems and conflicts in a rational and professional manner.
Experience working in an office or customer service position in a healthcare/services environment; use and knowledge of medical terminology.
Ability to interpret policies and procedures, written and verbal communication.
Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and computer software application skills.
Requires bending, reaching, pulling health records from shelves at all levels, lifting crates of health records and pushing carts.
Requires working in an open cubicle environment.
Requires work in multiple correctional facilities resulting in close proximity to incarcerated individuals.
Preferred/Desired Qualifications:
Two years of general office experience or experience working in an office or customer service position in a healthcare/services environment; knowledge and understanding of and experience using medical terminology as part of employment or education.
OR - Equivalent education/experience.
Supplemental Information
Please include a minimum of three professional references with your application:
The Department of Corrections defines a professional reference as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.
If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
Phone number AND email address are required for all professional references.
What we offer:
Remote/telework/flexible schedules (depending on position)
Up to 25 paid vacations days a year
8 hours of paid sick leave per month
12 paid holidays a year
Generous retirement plan
Flex Spending Accounts
Dependent Care Assistance
Deferred Compensation and so much more!
Many DOC jobs are covered by the Public Safety Employees' Retirement System (PSERS). If someone moves from a Public Employees Retirement System (PERS) eligible position to a PSERS eligible position, they actually retire under two different systems/plans. For more information, please contact the Department of Retirement System at: 1-800-547-6657.
Additional Information:
The mission of DOC is to improve public safety. For additional information about the agency, please visit doc.wa.gov.
A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Employees may work directly with or in close proximity to incarcerated individuals in a potentially hazardous setting
The Department of Corrections is seeking a highly motivated and qualified Patient Services Representative for the Monroe Correctional Complex located in Monroe, WA. Under the supervision of the Health Services Patient Services Supervisor, the Patient Services Representative supports providing quality on-site and off-site health care services to patients, consistent with the provisions of the WA DOC Health Plan. The PSR will work collaboratively with the clinical providers and transport team utilizing the established CRC Process and Scheduling Process and guidelines. The PSR will cross-train to serve as backup for other PSR staff as needed and will support adherence to DOC Policy.
A completed application packet will include:
A detailed resume
A cover letter
Three professional references
Application assessment will be ongoing, the hiring authority reserves the right to offer the position at any time during the recruitment process. It's the applicant's advantage to apply as early as possible. This recruitment could be used to fill multiple permanent or non-permanent positions.
Duties
Appointment Scheduling following the Scheduler Training Document process. Tasks for off-site scheduling include:
Processing authorized/denied CRC consults after HQ has updated.
Calling and scheduling patient appointments with offsite providers.
Requesting an appropriately licensed staff (RN, LPN, or Provider) complete and/or sign appropriate paperwork requested by the provider for an offsite appointment.
Placing medical holds on patients when appropriate.
Checking patients' separatees and STGs to ensure patients are scheduled accordingly.
Preparing offsite trip packets for offsite trips.
Requesting consultation paperwork from offsite providers when necessary.
Filling out the completion section of the consult, documenting receipt of offsite consultant paperwork and or consult forms printed from OMNI-HS.
Closing consult.
Tracking all ER trip-out orders.
Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.
Tasks for on-site scheduling include:
Scheduling onsite medical, dental, nursing, and Mental Health/Psychiatry appointments in OMNI-HS as the position requires.
When scheduling Mental Health appointments will ensure patients are scheduled within 30 days of arrival.
On-site and off-site scheduling duties include the following:
Ensuring the appointments entered in OMNI-HS correspond with provider/practitioner staff schedules.
Canceling and rescheduling appointments as needed utilizing the Cancellation List provided Headquarters.
Coordinating with other schedulers to submit a daily 'confidential' to generate a daily call-out sheet and submit it daily by the 0800 deadlines.
Meeting and adhering to all scheduling deadlines.
Answering kites submitted by patients regarding scheduling appointments.
Answering phone calls and e-mails from staff concerning urgent issues.
Calling units and appropriate custody staff when appointments are canceled due to a variety of reasons. Reschedule canceled appointments for the next available appointment.
Adhering to patient confidentiality throughout the scheduling process.
On-site and off-site schedulers will update and maintain Scheduler Queue/Appointment database, and create CRC Reports, and D3 lists.
When backing up the dental scheduler will update and maintain D3 lists as needed.
Creating CRC approval/denial notifications and forwarding them to patients.
Creating Consult Request Reports and CRC Reports.
Maintaining scheduler queue and appointment database.
Ensuring shell appointments are scheduled by appointment Target Date established in OMNI-HS. This should be done daily.
Following up with providers on appointments that are not resolved on or by the actual appointment date. This should be done daily.
Investigating medical appointment that are not resolved.
Deleting only those appointments that are created for movement purposes only, i.e., diabetic line.
On-site and off-site schedulers will ensure Communication with Custody regarding movement of patients for medical purposes.
Coordinating for escorts and interpreters.
Adhering to custody and security operating procedures when scheduling around gate/movement times.
Coordinating and communicating with custody to ensure a safe and secure environment.
Checking patients' separatees and STGs to ensure patients are scheduled accordingly.
Other office duties as assigned.
Researching co-payment refund request from offender-patients.
Updating the monthly calendar/schedule to reflect approved leave for providers, adjusting/rescheduling patients as necessary.
Responding to staff emails that request scheduling information or changes.
Attending staff meetings with the HS unit scheduling team and supervisor.
Participating in Coordinated Quality Improvement Program (CQIP), CQIP presentations (D3's & No Shows), tracking/reporting, research.
Participating in accountability drills, Place Safety Musters, table top emergency drills, training, etc.
Answering multi-line phones and soft phone. Utilizing E-fax. Responding to all messages in a timely fashion.
Maintaining current desk reference manual.
Qualifications
Required Qualifications:
High School Diploma or equivalent.
Ability to deal with problems and conflicts in a rational and professional manner.
Experience working in an office or customer service position in a healthcare/services environment; use and knowledge of medical terminology.
Ability to interpret policies and procedures, written and verbal communication.
Proficiency in computer applications including Outlook, Word, Excel, and Access; advanced typing and computer software application skills.
Requires bending, reaching, pulling health records from shelves at all levels, lifting crates of health records and pushing carts.
Requires working in an open cubicle environment.
Requires work in multiple correctional facilities resulting in close proximity to incarcerated individuals.
Preferred/Desired Qualifications:
Two years of general office experience or experience working in an office or customer service position in a healthcare/services environment; knowledge and understanding of and experience using medical terminology as part of employment or education.
OR - Equivalent education/experience.
Supplemental Information
Please include a minimum of three professional references with your application:
The Department of Corrections defines a professional reference as an individual who has been paid to supervise your work and can attest to your work performance, technical skills, and job competencies.
If you do not have any or sufficient professional references, please include non-related professionals, such as educators or other professional associates.
Phone number AND email address are required for all professional references.
What we offer:
Remote/telework/flexible schedules (depending on position)
Up to 25 paid vacations days a year
8 hours of paid sick leave per month
12 paid holidays a year
Generous retirement plan
Flex Spending Accounts
Dependent Care Assistance
Deferred Compensation and so much more!
Many DOC jobs are covered by the Public Safety Employees' Retirement System (PSERS). If someone moves from a Public Employees Retirement System (PERS) eligible position to a PSERS eligible position, they actually retire under two different systems/plans. For more information, please contact the Department of Retirement System at: 1-800-547-6657.
Additional Information:
The mission of DOC is to improve public safety. For additional information about the agency, please visit doc.wa.gov.
A background check including criminal record history will be conducted prior to a new hire. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Employees may work directly with or in close proximity to incarcerated individuals in a potentially hazardous setting