PATIENT SERVICES SPECIALIST 1-TRAINEE OR PSS 2 (TEMPORARY, DAYS)

A higher degree of healthcare.
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.

The UW Medical Center's Volunteer Services has an outstanding opportunity for a Screener (Patient Services Specialist 1-Trainee or PSS 2 (Temporary/Hourly, Day Shifts). This position is responsible for providing frontline exceptional customer service and health screening to our patients and permitted visitors. The focus of the screeners is to adhere to the UW Medicine Patients are First commitment, be a gatekeeper for our limited visitation per the visitor policy, ask screening questions for COVID-19 symptoms, help with wayfinding, and troubleshoot any issues that arise.  The position works closely with Information Desk staff, Security, leadership staff, and reports directly to the Screening Program Manager.

Prerequisites:
• Customer service experience in healthcare or other complex, fast-paced environment
• High School diploma or equivalent required.
• Previous experience in healthcare preferred
• Medical terminology knowledge preferred
• Knowledge of UWMC Montlake locations preferred

Qualifications:
• Excellent oral communication skills
• Exceptional customer service skills
• Ability to communicate and interact well with our diverse population of patients, visitors, caregivers, and staff
• Demonstrated ability to multi-task and troubleshoot issues in a fast-paced and loud environment
• Able to work independently and exercise good judgment
• Ability to troubleshoot difficult situations in a busy environment
• Greets visitors and patients warmly
• Models the UW Medicine AIDET framework and Service Culture Guidelines
• Asks patients and visitors screening questions (provided) in a  caring and deliberate way
• Becomes familiar with our campus and is able to direct incoming patients/visitors
• Stays updated on visitation rules and exceptions and adheres to them
• Utilizes security and other support staff appropriately and when needed
• Takes measures to maintain own safety
• Works well with team members
• Ability to be flexible with scheduling needs and demands
• Ability to adapt to an ever-changing environment
• Ability to approach a diverse patient/visitor population with empathy, equity, and emotional intelligence

Unique Physical/Mental Demands, Environment and Working Conditions:
• Must be able to stand/walk/sit for extended periods of time
• Must be able to wear a mask and eye protection for the entirety of each shift

Performance Responsibilities:
• Educates patient and visitors about mask policy
• Educates patient and visitors about visitation policy
• Direct patients to clinics and areas of the hospital for scheduled appointments/procedures
• Direct vetted visitors to Security desks for necessary visitor badge
• Inquire about symptoms consistent with COVID-19
• Provide face masks for those that need them
• Notify Security when there is inappropriate behavior or negative response
• Notify Screener Manager of any feedback, concerns, suggested changes

Patient Services Specialists are hired as either PSS 1-Trainee or PSS 2, depending on experience and qualifications. The requirements are:
• PATIENT SERVICES SPECIALIST 1-TRAINEE REQUIREMENTS: High School graduation or equivalent AND one year of experience in a health care setting OR two years of general office experience OR equivalent education/experience.
• PATIENT SERVICES SPECIALIST 2 REQUIREMENTS: High School graduation or equivalent AND one year of experience in a health care setting OR three years of general office or customer services experience OR equivalent education/experience.