As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW’s School of Medicine.
The Harborview Medical Center's Pediatric Clinic has an outstanding opportunity for a fixed duration (6 months) Program Coordinator (Full Time, Day Shifts). The Program Coordinator (PC) ensures the continuum of care of our special needs population from entry to exit, serves as the primary point person for the clinic’s three grant funded programs: CASA, AMARA and RHIP and serves as the primary liaison between hospitals and partnering organizations. He/she is responsible for the clinic’s high-risk population management, the day to day complex scheduling process which includes diagnostic and procedural appointments, manages and tracks internal and external referrals, does the clinic’s insurance authorizations and facilitates the transportation needs are met for those needing assistance. In addition, the PC is responsible for orienting all new clients to the pediatric clinic ensuring that the clinic facilitates the delivery of optimal patient care without barriers. The position works within the pediatric clinic as well as with the Clinic Manager and Medical Directors to coordinate patient's entry into and through the health care system and reports to the Business Operations Supervisor.
Patient Care Delivery/Clinic Coordination •Act as a primary liaison for the patient with hospital, referring provider, insurance carrier, and outside agencies and staff from other health providers to coordinate activities involved in patient’s health care needs •Responsible for the continuum of care of our high risk patient population which involves maintaining an organized method for tracking patient care along continuum •Primary point person for our three grant funded programs (CASA, AMARA and RHIP) who serve special populations within the community; all requiring scheduling complex diagnostic testing and procedures and involving coordinating with other specialty services •Meets with patient and patient’s family in-clinic to assist with medical referral navigation or any insurance/coverage concerns and paperwork/form completion needs •Schedules urgent and complex appointments, diagnostic procedures and processes authorizations and DME requests •Manages, tracks and processes external specialty referrals and ensures patients are connected to internal/external Specialty Clinics •Maintains referral guidelines and referral resources and assists Providers with complex coordination of care -- internal and/or external Specialty clinics. •Arranges transportation including routine Hopelink scheduling – proactively ensuring transportation – for external medical referrals and/or return to clinic •Weekly review of next day/week’s appointments for appointing accuracy (Hopelink arranged; high risk infants scheduled w/all providers needed; siblings scheduled together) •Maintains and manages Provider Panels and PCP assignments •Coordinate with UW Nursery, residents and parents to schedule timely newborn (first) appointment •Assist providers w/urgent problems with patients and complex scheduling needs •Assist clients with insurance and authorization issues/questions, DME and PT orders •Scans incoming medical records into electronic medical chart •Triage patient phone calls according to severity of need; follow through and resolve patient requests in a timely manner •Creates and maintains Clinic Templates as back up to primary person responsible for template management
Managed Care and Health Coverage Resource •Ability to serve as a managed care resource person for providers, staff and patients. •Assist patients in filling out appropriate paper work or calling managed care plans directly to change PCP and/or Plan selection •Access DSHS computerized system to determine enrollment •Educate patients about managed care plans and their policies •Understands different managed care plans/policies •Works with Office of Managed Care, Health Coverage Services, Clinic Registration and Patient Financial Services to coordinate efficient health coverage for patients. •Participates in clinic-specific and departmental efforts to improve health coverage process for HMC patients.
Front Desk Knowledge •Understands the tasks and responsibilities of the PSS •Able to assist with any and all front desk duties •Acts as a resource to front desk staff
PC Knowledge •Explain to patients when and where the appointments are and what preparation procedure they need to follow as necessary •Schedule complex and urgent appointments and facilitate various paperwork and medical records •Schedule various procedures •Follow up on patients’ failed referral appointments •Schedule Specialty appointment for patients who cannot schedule their appointment •Schedule Travel Vaccinations •Work with RN’s, MA’s, CCM’s and various interpreters to ensure that patients receive their appointment information •Ensure collection of all necessary information in advance of an incoming referral, including health coverage status and any clinical records. •Coordinate delivery of feedback to referring providers after visit/consult.
Clinic Development/Team Building •The PC works as a member of the clinic team and promotes a positive work environment and image of the clinic. •Attends and participates in clinic meetings •Participates on clinic committees •Maintains courteous, respectful relationships with co-workers; refrains from talking negatively about co-workers or others but when necessary communicates constructive feedback •Uses all available tools for communication, including checking e-mail multiple times throughout the day. •Assists with coverage of other PC’s across the Ground West Clinics as needed for short staffing situations. •Assist with coverage of the front desk. PSS duties as needed for lunch breaks and/or emergency short staffing situations •Collects and maintains data as requested for QA or process improvement efforts.
Patient Advocacy •The PC recognizes the uniqueness of each patient treats all patients with respect and acts as a patient advocate. •Interacts courteously with patients and families •Protects patient confidentiality; keeps paper and computerized medical records secure at all times; follows all HIPAA guidelines. •Insures the availability of interpreters for non or limited English speaking patients
Professional Accountability •The PC is accountable for understanding HMC, ACS and clinic policies and procedures. S/he insures current licensure and maintains a current knowledge base. •In an emergency, the PC will call for help, know hospital codes, deliver the crash cart and O2 to the scene (on GWC), anticipate needs and assist within the parameters of his/her training acts and manage other patients and employees to clear the area •Seeks out continuing education appropriate for the job •Participates in clinic Quality Assurance
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.